Customer Service Representative

Job Description

Job Description

Mintex, Inc. is currently hiring Customer Service Resolution Representatives!

Job Summary:
This position is primarily responsible for delivering outstanding customer service by engaging with consumers to address inquiries, resolve issues, and support account-related needs. Customer Service Representatives must demonstrate professionalism, empathy, and strong communication skills while simultaneously navigating phone systems and computer software. The ideal candidate will be courteous and understanding, capable of handling a variety of customer situations with patience and care. Success in this role involves adhering to performance metrics such as balance resolution, call quality, response time, average handle time, schedule adherence and customer satisfaction. Comprehensive training will be provided in a classroom setting for a period of 3 weeks, equipping the individual with the tools and knowledge to become a subject matter expert and grow within the 
project and organization.

This role will begin in an in-office setting to support onboarding and training during the initial 90+ days, with the potential to transition to an optional remote schedule dependent on employee performance and compliance approval. Post-remote setting, based on business need and employee performance, candidate may be subject to return to work in-office or removed from the designated project. Details of the remote-work arrangement to be discussed during the onboarding process.

Candidates approved for remote work must meet the following additional requirements to ensure productivity, data security, and a professional work environment:

• Secure and private workspace free from noise, distractions, and interruptions during working hours.
• Reliable high-speed internet connection capable of supporting voice, video and data applications.
• Company-provided approved equipment must be used exclusively for work purposes.
• Adherence to data privacy and confidentiality standards, including safeguarding sensitive consumer information in compliance with company policy and applicable laws.
• Physical security of work area, including restricted access to the workspace and proper handling of digital, written, or printed materials as applicable.
• Availability to remain seated and engaged during production hours per shift while handling calls and updating systems.
• Compliance with all remote work policies, including attendance, punctuality, and performance expectations.

Job Responsibilities:

• Understand and meet performance metrics: Demonstrate a strong understanding of call center Key Performance Indicators (KPIs), including but not limited to call volume, call quality, average handle time, response time, first call resolution, and customer satisfaction, and consistently meet or exceed daily, weekly, and monthly targets.
• Maintain production and focus: Work a full shift while remaining seated and engaged during production hours, maintaining consistent productivity and focus throughout the day.
• Demonstrate professionalism and reliability: Exhibit strong work ethics, punctuality, and time management skills to ensure consistent attendance and dependable performance.
• Handle customer interactions: Conduct inbound and outbound calls with professionalism, using clear and courteous communication to address customer inquiries, resolve issues, and provide accurate information.
• Build customer relationships: Establish and maintain a respectful and solution-oriented rapport with customers, fostering trust and cooperation throughout interaction.
• Process payments and resolve accounts: Accurately take and process payments, negotiate resolutions, and ensure proper handling of financial transactions in accordance with company and privacy policies.
• Follow up and respond promptly: Conduct timely follow-ups and respond to customer needs with urgency and empathy to ensure a positive customer experience.
• Document interactions accurately: Maintain detailed, accurate, and up-to-date records of customer interactions in the system of record while navigating multiple software platforms simultaneously.
• Complete administrative tasks: Perform required administrative duties efficiently and accurately, contributing to overall team productivity and compliance.
• Comply with regulations and policies: Adhere to all applicable federal, state, and local laws, as well as internal company policies and procedures, including those related to data privacy and customer confidentiality.
• Maintain a professional remote work environment: Ensure a quiet, secure, and distraction-free workspace that supports productivity and protects sensitive customer data.
• Protect physical and digital security: Implement physical security measures in the remote workspace, such as restricted access and secure storage of confidential materials, and use only company-approved equipment and secure internet connections.
• Adapt to additional responsibilities: Be flexible and willing to take on additional duties as assigned, contributing to team success and operational needs.

REQUIREMENTS
Education and Experience:
• High School Diploma or equivalent (Required).
• College Degree (Preferred)
• Customer Service: 1 year (Required)
• Call center: 1 year (Preferred)
• Bilingual Spanish (Preferred, but not Required)
• Debt Collections (Preferred, but not Required) 

Skills and Abilities:

• Customer service excellence : Demonstrate patience, empathy, and professionalism in every customer interaction, with a focus on delivering a positive experience.
• Exceptional communication and critical thinking: Communicate clearly and effectively with customers and team members, while using sound judgment and analytical thinking to resolve issues.
• Strong organizational and follow-up skills : Manage tasks efficiently, track progress, and follow up on outstanding items with attention to detail and accuracy.
• Technical proficiency : Be comfortable using computers, navigating multiple systems, and learning new software tools as needed for the role.
• Cultural sensitivity : Show respect and understanding for diverse backgrounds and perspectives, fostering an inclusive and respectful work environment.
• Effective time management: Prioritize tasks and manage workload efficiently to meet deadlines and performance goals.
• Professional demeanor under pressure: Maintain composure and professionalism when handling challenging situations or receiving feedback.
• Problem-solving ability: Identify issues quickly and implement effective solutions using sound judgment and available resources.
• Multitasking capability : Simultaneously manage phone conversations, data entry, and system navigation without compromising accuracy or customer service quality.
• Emotional intelligence: Handle emotionally charged or difficult customer situations with empathy and escalate appropriately when necessary.
• Self-motivation and accountability : Take initiative, stay focused, and consistently meet expectations without constant supervision.
• Sustained focus and endurance : Maintain concentration and productivity during long periods of seated work and repetitive tasks.
• Adaptability and flexibility : Adjust to changes in procedures, systems, and performance expectations with a positive and proactive attitude.
• Active listening skills : Listen attentively to customer concerns, ask clarifying questions, and respond appropriately to ensure understanding and resolution.
• Dependability and punctuality : Demonstrate consistent attendance and reliability, contributing to team stability and performance.
• Team collaboration and independence : Work effectively both independently and as part of a team in a fast-paced, goal-driven environment.
• Data privacy awareness : Understand and follow best practices for protecting sensitive customer information in compliance with company and legal standards.
• Remote work readiness: Maintain a secure, quiet, and professional home office environment that supports productivity and confidentiality.
• Bilingual (optional) : Ability to communicate / speak fluently in more than one language is a plus and may enhance service to a broader customer base.

Work Location: 700 North Sacramento Blvd. Suite 221, Chicago, IL Looking for candidates in Chicago
or nearby suburban areas. All training will be in-office for the initial 90 days; thereafter remote work approval is
contingent on employee performance.

Hours: Shifts will be Monday to Friday, 8:00am to 5:00pm, or 9:00am - 6:00pm, dependent on project need.
Job Type: Full-time (40 hours per week), In-Office or Remote
Pay rate $18 hr; plus incentive averages to $21 hr based on employee performance 

Benefits:
• 401k
• Health insurance
• Dental insurance
• Life insurance
• Vision insurance
• Accrued Paid time off
• Accrued Sick time off
• Employee Discounts
• Paid Training
• Work from Home

Physical setting:
• Call center, In-Office, Remote