Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to support members and callers with professionalism, patience, and a service-first mindset in Indianapolis, Indiana. This contract position with permanent potential offers the opportunity to assist veterans, families, and community members by addressing questions, resolving concerns, and delivering a positive experience with every interaction. The ideal candidate is comfortable handling a high volume of inquiries, documenting information accurately, and working across several systems while maintaining attention to detail. This is a meaningful role for someone who values empathy, reliability, and clear communication in a team-oriented environment. This role is on-site Monday-Friday and is 9:30am-6:00pm.

Responsibilities:

• Respond to inbound customer inquiries by phone and provide courteous, solution-focused support tailored to each situation.

• Record customer details, updates, and outcomes accurately in company systems to maintain complete and reliable documentation.

• Navigate multiple applications at once to research information, process requests, and deliver timely resolutions.

• Investigate service issues, identify practical next steps, and escalate more complex matters to the appropriate team when necessary.

• Communicate clearly and calmly during challenging interactions, using active listening and de-escalation skills to support positive outcomes.

• Follow established service procedures while adapting to updated tools, workflow changes, and shifting daily priorities.

• Partner with coworkers and leadership to share information, maintain service coverage, and support overall team performance.

• Maintain dependable attendance and punctuality to ensure consistent support during assigned shifts.

• Previous customer service or call center experience in a fast-paced environment.
• Strong verbal and written communication skills with the ability to interact professionally and empathetically.
• Ability to use multiple computer systems and applications efficiently while managing customer conversations.
• Solid data entry skills with close attention to accuracy and detail.
• Working knowledge of Microsoft Word and Microsoft Excel.
• Strong problem-solving skills and sound judgment when handling questions, concerns, and escalations.
• Reliable attendance, consistent punctuality, and flexibility to adjust to changing processes or priorities.