Customer Service Representative

Build the Future with AspenView Technology Partners

At AspenView, we are passionate about transforming the way organizations approach technology. We specialize in creating high-performing, nearshore IT teams to help North American clients innovate faster and more efficiently. As we continue to grow, we’re looking for exceptional people to join our team and help drive impactful change across industries.

Why Join AspenView?

At AspenView, we’re more than a nearshore IT partner—we’re a people-first, purpose-driven company that believes great culture drives great outcomes. We’re passionate about connecting talent and technology to deliver measurable value for clients—and meaningful career paths for our people.

Here’s what you can expect:

• Competitive base
• Comprehensive benefits and wellness support
• Flexible work model: hybrid, remote, or in-office
• Real growth opportunities and leadership visibility
• Inclusive, respectful culture that blends U.S. innovation with Colombian heart
• A company that listens, invests in you, and celebrates wins together

About the Role

We are seeking a customer-focused, technology-enabled Customer Service Representative based in Puerto Rico to support U.S. retail customers across digital and voice channels. This role serves as a frontline brand ambassador, assisting customers with orders, returns, exchanges, promotions, loyalty programs, and product inquiries across e-commerce and store-based environments.

The ideal candidate thrives in a fast-paced, high-volume retail setting and delivers responsive, empathetic, and resolution-oriented service aligned with U.S. customer experience standards.

What you will do:

• Serve as the first point of contact for U.S. customers via phone, email, live chat, and social messaging.
• Support order placement, order tracking, returns, refunds, exchanges, and warranty inquiries.
• Assist with promotions, gift cards, loyalty programs, and account management.
• Resolve billing and payment-related questions.
• Accurately document all customer interactions within CRM or ticketing systems.
• Escalate complex cases to Tier 2 or internal operations teams as required.
• Deliver service that protects brand reputation and drives customer retention.
• Meet performance KPIs including CSAT, resolution time, and quality metrics.

What you bring:

• Bilingual English/Spanish.
• 1-3 years of experience in retail, e-commerce, or high-volume customer support.
• Experience supporting U.S.-based customers preferred.
• Excellent verbal and written English communication skills.
• Ability to manage multiple channels (phone + chat + email).
• Comfortable working in CRM platforms (Salesforce, Zendesk, Shopify, etc.).
• Strong problem-solving and conflict-resolution skills.
• Ability to work flexible schedules including peak retail seasons (holidays, promotions).

Nice to have:

• Experience in omnichannel retail environments.
• Familiarity with order management systems (OMS) and POS systems.
• Experience handling escalations and difficult customer scenarios.

Performance Expectations

• Maintain CSAT ≥ 4.5/5
• Meet or exceed SLA response times.
• Achieve defined first-contact resolution targets.
• Maintain quality assurance score ≥ 95%
• Adhere to attendance and schedule reliability standards.

Work Environment:

• 100% In-office based role in Puerto Rico.
• Aligned to U.S. retail business hours (including evenings/weekends as needed).

Equal Opportunity Employer:

AspenView is proud to be an equal opportunity employer. We believe in creating an environment where all employees feel welcome, valued, and empowered to succeed. We celebrate diversity and strive to build a culture of inclusion where all individuals, regardless of their race, color, gender, gender identity or expression, sexual orientation, disability, age, or any other characteristic, can thrive. We encourage applicants from all walks of life to join our team and make a lasting impact.