Customer Service Representative - Remote in Virginia at RUI USA, LLC

Bring your communication skills, problem-solving abilities, and commitment to customer service to RUI USA. As a Customer Service Representative, you will help customers answer questions, resolve concerns, and navigate client products and services while delivering a professional, positive customer experience.

This is a busy, structured remote contact center role that requires focus, reliability, and comfort handling back-to-back customer interactions. Calls are delivered through an automatic dialer, so representatives must remain at their desks, logged into the required systems, and ready to assist customers throughout scheduled working time, except during scheduled breaks or authorized time away.

Success in this role means providing accurate support, documenting interactions thoroughly, and consistently meeting attendance, quality, productivity, and compliance expectations.

• Training schedule: Monday–Friday, 8:00 a.m.–5:00 p.m.

• Regular work schedule: Monday–Friday, 9:00 a.m.–6:00 p.m.

• 100% attendance is expected during the first 90 days of employment, subject to approved accommodations and applicable leave requirements.

• Employees must report on time, be logged in and ready to work at the start of their shifts and return promptly from scheduled breaks.

• Training requires active participation and consistent attendance to build the skills needed for successful customer support.

• Employees must follow company call-out procedures and promptly communicate attendance or technical issues to their supervisor.

• Handle inbound and outbound customer calls through an automatic dialer and other assigned communication channels.

• Assist customers with account inquiries, billing questions, payments, service concerns, and general support requests.

• Listen actively, ask clear questions, and identify the customer’s needs.

• Provide accurate information and practical solutions using approved tools, resources, and procedures.

• Manage a steady volume of calls while maintaining professionalism, accuracy, and attention to detail.

• Navigate multiple computer systems while speaking with customers and documenting interactions.

• Record customer information, actions taken, and next steps accurately and completely.

• Follow required verification procedures and protect confidential customer and company information.

• Escalate concerns appropriately when additional assistance or approval is needed.

• Follow company policies, client requirements, security standards, and operational procedures.

• Complete required training, participate in coaching, and apply feedback to improve performance.

• Meet established expectations for attendance, schedule adherence, quality, productivity, and customer experience.

• Communicate effectively with supervisors, peers, and support teams.

• Perform other job-related duties as assigned.

• Must be at least 18 years of age.

• High school diploma or equivalent preferred.

• Clear, professional verbal and written communication skills.

• Strong listening skills and a patient, customer-focused approach.

• Basic computer proficiency, including typing, data entry, and navigating multiple systems simultaneously.

• Ability to learn and follow client-specific processes, systems, and procedures.

• Ability to remain calm and professional during challenging customer interactions.

• Strong attention to detail, organization, and follow-through.

• Ability to work independently while remaining responsive to supervisors and team members.

• Ability to stay focused and productive in a busy, structured work environment.

• Availability to work the required training and regular schedules.

• Previous customer service, collections, sales, technical support, or call center experience may be preferred depending on the assigned program.

Working from home requires a professional environment that supports uninterrupted customer service. Employees must have:

• A quiet, dedicated workspace free from background noise and distractions.

• Reliable internet service that meets company requirements and a wired Ethernet connection.

• A desk or workstation suitable for using company equipment throughout the workday.

• The ability to remain at the workstation and available for automatically delivered calls during scheduled working time.

• Arrangements that prevent household activities, visitors, or caregiving responsibilities from interrupting work.

• A workspace that protects customer information and prevents unauthorized access to company equipment or systems.

• Compliance with company equipment, security, camera, and work-from-home policies.

This position involves prolonged periods of working at a computer, speaking and listening through a headset, viewing a computer screen, typing, and entering data. Representatives must be able to communicate with customers, use required systems and maintain attention during a steady flow of customer interactions.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

RUI USA is an Equal Opportunity Employer and provides equal employment opportunities in accordance with applicable federal, state, and local laws.