Customer Service Representative (Credit Experience Required)

Customer Service Representative

Move Mountains Credit Repair

Position Overview

Move Mountains Credit Repair is seeking a dependable, organized, and professional Customer Service Representative to assist our clients throughout their credit repair journey.

This is a client-facing position. The ideal candidate must have strong spoken and written English, be comfortable speaking directly with customers by phone and text, and be able to follow detailed instructions and established company procedures.

We are looking for someone who is patient, professional, organized, reliable, and able to learn our systems and processes.

Primary Responsibilities

Customer Communication

* Answer incoming customer phone calls professionally.
* Return missed calls and respond to customer inquiries.
* Communicate with customers through phone, SMS, email, and our CRM.
* Explain company processes and next steps in a simple, professional manner.
* Provide customers with appropriate updates regarding their accounts.
* Help customers understand what documents or information are needed from them.
* Maintain a calm and professional attitude when dealing with frustrated, confused, or upset customers.
* Escalate questions or situations to management when they fall outside the representative’s authority.
* Never provide information, promises, or guarantees that have not been approved by management.

Client Account Management

* Review customer accounts for outstanding tasks, documents, or information.
* Follow up with customers who have not completed required steps.
* Make sure client information is entered correctly into company systems.
* Update customer notes after conversations and important interactions.
* Keep accurate records of calls, texts, follow-ups, and account activity.
* Monitor assigned customers and identify accounts requiring attention.
* Make sure customer requests are addressed or properly escalated.

GoHighLevel / CRM Responsibilities

* Work inside GoHighLevel (GHL) to manage customer conversations and records.
* Respond to SMS messages and customer communications.
* Update contact information.
* Add detailed notes to customer profiles.
* Update opportunities and pipeline stages when instructed.
* Assign or complete tasks.
* Schedule appointments when necessary.
* Identify conversations that require management assistance.
* Follow the company’s procedures for handling spam, abusive contacts, DND requests, and other communication issues.

Customer Follow-Up

* Follow up with customers regarding missing documents or incomplete requirements.
* Remind customers about appointments, required actions, or outstanding items.
* Contact customers when management requests follow-up.
* Help prevent customers from becoming confused or disengaged by maintaining consistent communication.
* Make sure customers know what their next step is.

Administrative Support

* Organize customer information and documentation.
* Assist with document collection and customer onboarding.
* Help maintain accurate CRM records.
* Complete assigned administrative tasks.
* Follow company checklists, scripts, SOPs, and workflows.
* Report unusual customer situations or system problems to management.

Communication Requirements

Because this position involves direct communication with customers:

* Excellent spoken English is required.
* Excellent written English is required.
* Must be easy for customers to understand over the phone.
* Must be able to write professional and grammatically clear text messages and emails.
* Must be comfortable having real conversations with customers rather than relying entirely on scripts.
* Must be able to listen carefully and understand what a customer is asking.
* Must know when to answer a question and when to escalate it.

Ability to Follow Directions

This is extremely important for this position.

The representative must be able to:

* Follow written and verbal instructions accurately.
* Follow company scripts and procedures.
* Complete tasks in the order instructed.
* Pay attention to details.
* Ask questions when instructions are unclear rather than guessing.
* Learn from corrections and avoid repeatedly making the same mistakes.
* Follow established procedures even if they personally would handle something differently.
* Document completed work so management can verify what was done.

Required Skills & Qualifications

* Strong English-speaking ability.
* Strong English writing and comprehension.
* Professional telephone communication skills.
* Customer service experience preferred.
* Comfortable learning software and CRM systems.
* Basic computer and internet skills.
* Strong attention to detail.
* Good organizational and time-management skills.
* Ability to multitask.
* Ability to work independently after being trained.
* Reliable and responsive during scheduled working hours.
* Comfortable communicating with customers who may be frustrated or concerned.
* Ability to protect confidential customer information.

Experience with GoHighLevel, credit repair, financial services, customer support, or CRM software is preferred but can be taught to the right candidate.

What We Are Looking For

The right person is someone who:

* Speaks clearly and professionally.
* Is friendly but knows how to maintain professional boundaries.
* Doesn’t need to be repeatedly reminded to complete basic responsibilities.
* Can receive instructions and execute them correctly.
* Takes ownership of assigned customer issues.
* Documents what they do.
* Pays attention to details.
* Is dependable.
* Is comfortable talking on the phone.
* Is willing to learn.
* Doesn’t guess when they don’t know the answer.
* Understands that good customer service means both helping the customer and following company procedures.

Important

This position does not have authority to promise credit score increases, deletions, funding approvals, specific results, or specific completion timelines.

Questions outside the representative’s training or authority should be escalated to management.

The goal of this position is simple: make sure our customers are communicated with, supported, followed up with, and never left wondering what is happening with their account.