Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to join a team in a contract-to-permanent opportunity. This role is ideal for someone who enjoys helping customers, resolving questions with care, and creating positive experiences across every interaction. The person in this position will support daily account-related activities, communicate clearly with internal and external partners, and contribute to service quality through accuracy, responsiveness, and teamwork.

Responsibilities:
• Respond to customer inquiries and service requests through inbound and outbound communication while delivering a detail-oriented and helpful experience.
• Build strong relationships with customers, clients, and internal teams to encourage confidence in the program and improve overall satisfaction.
• Handle routine account maintenance, including user updates, onboarding support, confirmations, approvals, and other customer-related administrative tasks.
• Document conversations, concerns, resolutions, and follow-up details accurately within company systems to maintain complete service records.
• Escalate complex or unresolved matters to advanced support teams or leadership when additional assistance is needed.
• Calm difficult situations with empathy and sound judgment, working to resolve concerns while preserving a high standard of customer care.
• Support operational workflows by preparing billings, completing launch-related communications, and assisting with new program implementation activities.
• Contribute to service improvement by sharing feedback, participating in training sessions, and helping strengthen documentation and internal procedures.
• Meet established productivity, accuracy, and service-level expectations while maintaining accountability and punctuality.
• Participate in team and leadership discussions to provide insights, suggest improvements, and communicate resource or process needs.• Previous experience in customer service, call center support, or a similar client-facing environment.
• Ability to manage inbound and outbound calls while maintaining accuracy, professionalism, and efficiency.
• Strong communication skills with the ability to de-escalate concerns and respond to a wide range of customer needs.
• Experience with order entry, account updates, or other administrative support tasks related to customer service operations.
• Comfortable documenting customer interactions and navigating internal systems with strong attention to detail.
• Ability to prioritize tasks, adapt to changing needs, and work effectively within service-level expectations.
• Strong teamwork skills and willingness to participate in ongoing learning and process improvement efforts.