Customer Service Representative / Data Entry
ASCENDING
Job Description
Job Description
Customer Service Specialist, 40 hours per week (12 months renewable contract)
Location: Richmond, Virginia (100% On-site)
Summary: We are seeking a detail-oriented Customer Service Specialist for a one-year contract. This role is crucial for delivering exceptional front-line support, promptly resolving customer issues via phone and email, and ensuring strict adherence to all company compliance and quality standards.
Key Responsibilities:- Front-line Resolution: Serve as the primary point of contact, managing high-volume inbound calls and emails to provide timely and professional service.
- Case Management & Data Integrity: Create, update, and maintain meticulous customer records and detailed documentation of all inquiries and resolutions within the CRM/ticketing system.
- Service Excellence: Resolve complaints, de-escalate stressful situations, and proactively provide clear guidance and product/service information.
- Compliance & Triage: Accurately triage complex requests to the correct internal teams (e.g., Billing, Technical Support) while strictly upholding company policies, procedures, and privacy standards.
- Performance & Improvement: Consistently meet or exceed service-level agreements (SLAs) for response/resolution times and customer satisfaction. Collaborate with cross-functional teams to identify and recommend process improvements.
- Proven excellence in customer service and conflict de-escalation.
- Strong command of the English language with superior verbal and written communication skills.
- Exceptional attention to detail and ability to perform accurate data entry and meticulous record-keeping.
- Demonstrated ability to remain professional and effective under pressure and to successfully prioritize multiple tasks.
- Proficiency in standard office applications; experience with CRM or ticketing systems is strongly preferred.
- Prior experience in a customer service environment is required.
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Vacancy posted 26 days ago
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