Customer Service Representative/Transcriptionist Job

Customer Service Representative / Transcriptionist — Consumer Voice Company

Position Summary
Provide accurate, empathetic front-line support to consumers while transcribing customer interactions and feedback into clear, searchable records. This hybrid role combines high-quality verbal/written customer service with precise transcription and basic data entry to support product teams and compliance.

Key Responsibilities
Handle inbound/outbound customer contacts via phone, email, and chat with professional, consumer-focused tone.
Listen actively and resolve routine issues or escalate appropriately; follow company scripts and SOPs.
Transcribe recorded customer calls, interviews, and voice notes verbatim and edit for clarity while preserving speaker intent.
Tag and categorize transcripts using predefined taxonomy and input summary fields in the CRM or transcription platform.
Ensure accuracy, correct timestamps, speaker labels, and confidentiality for all transcripts.
Meet daily/weekly productivity and quality targets for both support interactions and transcription output.
Provide succinct summaries of recurring consumer concerns and flag trends to supervisors.
Maintain up-to-date knowledge of products, policies, and compliance/privacy requirements.
Participate in QA reviews, coaching sessions, and process-improvement initiatives.
Qualifications
High school diploma or equivalent; associate degree or relevant certification preferred.
1+ years customer service experience; prior transcription, captioning, or court-reporting experience a plus.
Excellent English listening, grammar, punctuation, and typing skills (WPM 60+ preferred).
Strong written and verbal communication with a consumer-first mindset.
Familiarity with CRM systems (e.g., Zendesk, Salesforce) and transcription tools (e.g., Rev, Otter, Descript) desirable.
Ability to manage multiple tasks and prioritize in a fast-paced environment.
Attention to detail and strong organizational skills.
Reliable internet connection and a quiet workspace (for remote roles); headset with noise-cancelling mic.
Ability to pass background check if required.
Core Competencies
Empathy: Handle sensitive consumer issues tactfully.
Accuracy: Produce verbatim, high-quality transcripts.
Time Management: Meet turnaround and SLA expectations.
Tech Savvy: Quickly learn new platforms and tooling.
Collaboration: Work with product, QA, and compliance teams.
Working Conditions & Schedule
Full-time or part-time options; day shifts with occasional evenings/weekends depending on coverage.
Remote, hybrid, or on-site roles depending on location.
Fast-paced contact center environment when on-site.

Creating the best for our client accurate, empathetic front-line support to consumers while transcribing customer interactions