Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to join our team in Sacramento, California for a Contract position. This role is ideal for someone who enjoys helping customers, resolving concerns effectively, and delivering a positive service experience in a fast-paced office setting. The position works onsite five days per week and requires strong communication skills, sound judgment, and the ability to collaborate across teams to support customer needs effectively.

Responsibilities:
• Handle incoming customer calls with attentive listening, thoughtful questioning, and a solution-focused approach to resolve inquiries and concerns.
• Route issues to the appropriate team members when specialized support is needed, while coordinating with internal departments to address service-related matters and complaints.
• Build a strong understanding of company processes and services to provide accurate information and improve overall customer support.
• Partner with other business areas when needed to assist with service requests and help maintain smooth day-to-day operations.
• Alert Customer Care leadership to service disruptions, workflow concerns, or recurring issues that could affect customers, partners, or internal teams.
• Complete all assigned work in alignment with company policies, operational expectations, supervisory guidance, and applicable regulations.
• Provide attentive support to insured individuals, injured workers, vendors, and other stakeholders with timely and respectful communication.
• Contribute to a dependable onsite team environment by maintaining consistent attendance and participating fully in office-based operations five days each week.• At least 1 year of call center or customer service experience is required.
• Previous experience handling high-volume phone interactions and resolving customer issues efficiently.
• Strong verbal communication skills, including the ability to ask clarifying questions and explain information clearly.
• Ability to manage escalations appropriately and work effectively with multiple departments.
• Comfortable working onsite in Sacramento, California five days per week.
• Spanish language skills are a plus.
• A college degree is not required; however, additional education is considered an advantage.