Customer Service Representative

Why Join Us?

* Be Valued for What You Bring to the Team - Competitive pay that rewards your hard work

* Benefits You Can Count On - Medical, dental, vision, and life insurance coverage

* Work Hard. Recharge Often. - Generous PTO and extended illness benefits

* Invest in Your Future - 401(k) with company match

* Grow With Us - Career development, learning opportunities, and advancement pathways

* We Invest in Your Success - Licensure and certification reimbursement for eligible roles

* Student Loan Support - Assistance available for eligible roles

* Your Wins Deserve Recognition - Employee rewards and recognition programs

* A Team You'll Love Working With - A collaborative, purpose-driven culture making a difference every day

* Additional Voluntary Benefits - Choose from options such as pet insurance, identity protection, and legal insurance.

Great people. Great benefits. Meaningful work. Join us and make an impact.

8-Hour Shifts Available, No weekends, No holidays, No Call

Hours of Operation: Monday - Friday 8:00am - 5:00pm

Job Summary

The Customer Service Representative is responsible for handling customer inquiries, resolving issues, and providing a positive service experience across multiple communication channels, including phone, email, chat, and in-person interactions. This role requires strong problem-solving skills, professionalism, and attention to detail to ensure timely resolution of customer concerns while maintaining high service standards.

Essential Functions

* Responds to customer inquiries via phone, email, live chat, and written correspondence, ensuring a courteous and professional interaction.

* Handles inbound calls from both internal and external customers, creating service cases and documenting all interactions accurately.

* Demonstrates empathy and active listening skills to understand customer concerns and provide appropriate resolutions.

* Researches and resolves customer complaints, billing issues, and service-related concerns in accordance with company policies and procedures.

* Accurately updates and maintains customer records and case notes in the system, ensuring complete documentation of issues and resolutions.

* Works collaboratively with internal departments to escalate and resolve complex issues, ensuring a seamless customer experience.

* Provides appropriate solutions and alternatives within service timeframes, following up to ensure issue resolution and customer satisfaction.

* Meets and maintains productivity and service quality standards, ensuring efficiency in handling customer interactions.

* Performs other duties as assigned.

* Maintains regular and reliable attendance.

* Complies with all policies and standards.

Qualifications

* Associate Degree or coursework in Business, Communications, or a related field preferred

* 1-2 years of experience in customer service, call center, or administrative support required

Knowledge, Skills and Abilities

* Working knowledge of Google Suite, ServiceNow or similar ticketing platform, soft phone software, willingness to learn enterprise wide (ERP) such as Oracle or similar.

* Strong verbal and written communication skills, ensuring clear and professional interactions.

* Ability to handle high call volumes and multi-task across different customer service platforms.

* Strong problem-solving skills with the ability to resolve customer concerns efficiently and effectively.

* Proficiency in customer service software, CRM systems, and Microsoft Office applications.

* Ability to remain calm and professional in high-stress situations while de-escalating customer concerns.

* Strong attention to detail in data entry, documentation, and customer interactions.

* Ability to work independently and as part of a collaborative team in a fast-paced environment.