Seasonal Customer Support

Seasonal Customer Support

The purpose of this role is to serve as the first point of contact for customers, assessing their needs through effective communication and determining the most appropriate next steps. This position ensures customers are accurately triaged and efficiently connected with the right licensed advisor to optimize service quality and appointment outcomes.

Job Duties

• Handle inbound and outbound calls to assess client needs, ask qualifying questions, and determine appropriate next steps (schedule with licensed advisor or not).
• Schedule appointments accurately and efficiently with the appropriate licensed advisor based on client needs, availability, and business rules.
• Manage call flow, follow-ups, and scheduling pipeline to ensure timely client outreach and maximize appointment conversion.
• Accurately document all client interactions, assessments, and scheduling outcomes in required systems.
• Complete required training, maintain knowledge of processes, and adhere to all compliance and call handling guidelines.
• Performs other duties as assigned.

Qualifications

Minimum Education, Credentials, Licenses: High School Diploma or GED

Specialized Knowledge: Strong verbal communication and active listening skills Ability to quickly assess customer needs and determine next steps Strong organizational and time management skills Ability to navigate multiple systems and screens simultaneously Customer-focused mindset with attention to detail

Kind and Length of Experience: 1 year in customer service or phone-based role