Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to support a high-volume call center in Indianapolis, Indiana. This contract opportunity with potential for a permanent role is ideal for someone who enjoys helping customers, resolving routine account concerns, and communicating service options with clarity and professionalism. The person in this role will manage inbound inquiries, document customer issues accurately, and contribute to a positive service experience while meeting established performance expectations. The hours for this position will be Monday-Friday 10am-7pm.

Responsibilities:

• Respond to customer inquiries by phone and provide timely, courteous support for routine service-related concerns.

• Create and document service tickets for customer issues, ensuring details are entered accurately for follow-up and resolution.

• Guide customers through available products, pricing, and applicable fees in a clear and easy-to-understand manner.

• Use call center platforms and service tools efficiently to research accounts, update records, and complete customer requests.

• Follow established procedures to address standard issues and seek guidance when situations require escalation or additional direction.

• Maintain strong performance in quality monitoring, productivity targets, and other call center service metrics.

• Encourage customers to use digital and self-service resources when appropriate to improve convenience and account access.

• Share information about current promotions, enhanced offerings, and prepay options that may benefit the customer.

• Support additional service and administrative tasks as needed to help the team meet operational goals.

• Previous experience in customer service, call center support, or a similar customer-facing role.
• Strong data entry skills with careful attention to accuracy and detail.
• Ability to research customer issues and identify appropriate next steps using available resources.
• Clear written communication skills for effective email correspondence and documentation.
• Experience preparing customer quotes or discussing pricing, rates, and service options.
• Comfortable working with multiple systems and navigating tools efficiently during live customer interactions.
• Spanish language skills are a plus and may be helpful in supporting a broader customer base.