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Customer Service Representative

Remote Contract/Employee Position – Work from home or private office!

GreatAuPair is the leading online international job matching service, designated by the US Department of State as a sponsor of the US Au Pair program. We're seeking an experienced Internet-savvy CSR with strong communication, technical, writing, social media, and lead generation skills.

GreatAuPair is recognized as one of the Top 15 Remote Employers. Join our team or share this with someone you know who might be interested.


The successful candidate will possess the following required skills:

The position requires resolution of customer support requests using company informational resources and problem-solving techniques. Excellent writing skills are required for email support and company blog posts, Twitter updates and Facebook entries. Professional phone support skills and experience are required.

  • 4+ years consumer-related customer service experience or its equivalent.
  • 4+ years of Internet and computer experience with both Microsoft Windows and Mac OS environments. Proficient in IE, Chrome, Firefox, Safari, Microsoft Office Suite, Photoshop or equivalent, Acrobat Distiller/Reader, Skype, WordPress, Facebook, Twitter/TweetDeck.
  • Articulate communicator with excellent English written and verbal skills.
  • Must remain calm and empathetic in confrontational situations.
  • Proven ability to resolve customer complaints and technical issues with grace and professionalism.
  • Must demonstrate active listening skills with the ability to quickly absorb and apply new information while anticipating the customers’ needs.
  • Serve as a catalyst for new product ideas and service improvements.
  • Sharp analytical skills sufficient to gather and interpret data to make informed autonomous decisions.
  • Proven ability as a team player and a self-starter who can work independently, take initiative and get jobs done in a timely manner.
  • Must be able to work in a virtual environment via telecommute over high-speed Internet access in a quiet and protected workspace free from background noise such that the performance of duties is done in the most professional manner.
  • Typing skill of 60+ words per minute.
  • Exceptional organizational skills with the ability to multi-task.
  • Consistent, positive “can-do” attitude with the confidence to back it up.
  • Must be kind, selfless, authentic, friendly and courteous.
  • College graduates preferred. Fluency in foreign languages is a plus.
  • Experience as a Cultural Exchange Participant/Facilitator, Au Pair, Nanny Babysitter, Pet Sitter, Personal Assistant or Senior Care Provider, or in hiring care providers in the past is a plus.

Must be available and committed to work according to the following schedule:

  • Monday – Friday: 9 am – 6 pm CST
  • Occasional weekend vacation coverage

Hours may also vary based on actual workload. Time off is available by prior arrangement with other support team members to cover your scheduled work shifts. Specific work times will be agreed to prior to hiring. Minimum 2-year commitment required.

Job Duties and Responsibilities

Principal Duties and Responsibilities:

  • Represent the company as the primary point of contact for all customer communication via phone and email; direct inbound calls to appropriate staff as needed.
  • Quickly and professionally resolve customer issues by providing technical guidance and information regarding company services, products, procedures and terms. Investigate site problems and complaints. Communicate with customers regarding resolution.
  • Promote the value of company’s services to customers.
  • Receive and process sales calls when customers wish to pay by phone.
  • Resolve credit card disputes, process voids and credits (duplicate transactions) per company policy.
  • Update online customer records as required for all transactions.
  • Resolve customer issues related to their online photos. Scan, optimize and upload photos to customer accounts as needed.
  • Establish and build trust with all customers at every opportunity.
  • Provide status reports and pass-downs to management for review.
  • Monitor new and modified accounts for terms of service violations; make corrections and notify customers of violations as needed to enforce terms.
  • Attend to various scheduled administrative tasks.