On-Call Customer Service Assistant (Phone & Chat) – U. S. Hours | Custom Furniture Brand - Contract to Hire

We’re a premium custom furniture company seeking a reliable, professional, and customer-focused assistant to handle incoming phone calls and live chat messages during U. S. business hours. You must be available and responsive during scheduled times, but will only be paid for active chat and call handling time. This is an ideal role for someone already working in a remote support or VA role who can be on standby for light, high-quality volume across the day. ⸻ Responsibilities: • Answer inbound phone calls and respond to live chats from potential and current customers • Guide clients on customization options, lead times, materials, and order status • Represent our brand with confidence, warmth, and professionalism • Escalate complex requests to our internal team (you won’t be responsible for detailed logistics) • Maintain customer logs or Zendesk ticket updates when calls/chats occur ⸻ Working Hours: • Monday to Friday – 8:00 AM to 6:00 PM Central Time (USA) • Some weekend availability expected (flexible or rotating basis) • You must be online, responsive, and ready to answer, but only paid for active time during calls or chats ⸻ Pay Structure: • You are compensated only when handling active customer interactions • (We can track time based on logged calls, live chat transcripts, or Zendesk tickets) • We are open to discussing flat “per chat/call” rates or a low standby retainer plus per-interaction pay ⸻ Requirements: • Fluent English with a clear, confident speaking voice • Prior customer service experience, preferably with custom or design products • Comfortable on the phone with U. S.-based clients • Reliable internet and quiet working environment • Strong written communication for chat and ticketing tools • Familiarity with tools like Zendesk, Monday.com, or Google Workspace is a plus ⸻ To Apply, Please Include: 1. A short cover letter with your relevant experience 2. Confirmation of your availability Monday–Friday, 8–6 Central Time, and weekend flexibility 3. A short voice recording or link introducing yourself (optional but encouraged) 4. Whether you prefer per-minute, per-call/chat, or a blended rate model 5. Your ideal rate proposal (based on paid active time only) 6. Your resume. ⸻ We’re looking for someone who understands hospitality-level service, even over the phone. If you’re dependable, resourceful, and ready to be the voice and tone of a luxury brand, we’d love to connect. Apply tot his job Apply To this Job