• Manage incoming inquiries via phone, email, and chat. • Provide clear and accurate information regarding products and services. • Resolve customer issues promptly and professionally. • Escalate complex cases to appropriate teams when necessary. • Record all interactions in internal systems to maintain accurate customer records. • Meet quality and performance KPIs to ensure a high level of service. • Deliver a positive and consistent experience for every customer interaction.

• Performs business support or technical work, using data organizing and coordination skills. • Performs tasks based on established procedures. • Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution. • Identifies customer needs by referring to case notes and examining each as a specific case. • Performs routine call center activities concerning business products and services. • Uses standard scripts and established guidelines and under supervision, to meet SLAs. • Provides customers with information that is specialized and communicated in a warm empathetic manner. • Gathers all necessary information to update the database. • Escalates issues to senior levels, based on complaints or concerns. • Explains company policies to customers. • Performs other duties as assigned. • Complies with all policies and standards.

The Call Center Representative role at Parmele Disability Advocates assists clients who are waiting for their disability hearing to be scheduled by the Social Security Administration. This role reports to a designated Team Lead and the Legal Assistant Manager and plays a vital part in maintaining consistent, compassionate communication with our clients. Answer inbound calls and place outbound calls to clients Greet and assist clients and prospective clients visiting the local office Communicate professionally with clients, coworkers, the Social Security Administration (SSA), and third parties Accurately document all interactions in Parmele’s case management software Generate and submit pre-created documents to the SSA using internal system Perform additional duties as needed to support client advocacy and firm operations

Role Description We are currently hiring German-speaking Customer Service Representatives to join a stable inbound support project within the energy and property services sector. This role focuses on providing professional customer assistance via phone and written communication, supporting property managers and tenants with service requests, appointments, and billing-related inquiries. - Handle inbound customer inquiries primarily via telephone support, ensuring a professional and service-oriented customer experience. - Manage written customer requests during available service time to maintain efficient case handling. - Support customers with appointment scheduling, rescheduling, and cancellation related to installation services. - Provide first-level troubleshooting support for smoke detectors (no technical background required). - Assist customers with billing inquiries, explain invoice items, and guide users through customer portal topics. - Coordinate meter reading appointments and support general service-related requests. - Deliver high-quality customer service without any sales or outbound activities. Qualifications - Native / fluent in German both verbal and written. English is a bonus but not compulsory. - Previous experience or strong motivation for telephone-based inbound customer support. - Stable internet connection and electricity supply suitable for remote work (speed test required). - Confident PC and digital communication skills. - Calm, patient, and service-oriented personality with clear and structured communication style. - Reliable working approach, quick comprehension skills, and willingness to handle written inquiries. - Interest in a long-term customer service role and no interest in sales-oriented projects. Benefits - Fully inbound customer support role with no sales responsibilities. - Structured onboarding and clear processes to support success in the role. - Stable full-time employment within a well-established service environment. - Opportunity to develop customer service expertise in the energy and property management sector. - Supportive team environment focused on quality customer experience. - Availability to work within service hours Monday–Friday, 08:00–18:00.