Customer Service Representative

Job title : Service Center Assistant/ Customer Service

Location: Indianapolis , Indiana

Duration: 6+ months (Possible Extension)

Shift timings: 8 AM to 5 PM schedule, Monday through Friday, with occasional overtime or weekend shifts as needed.

Payrate : $16/hr on W2

PRIMARY PURPOSE

We are seeking a dedicated and detail-oriented Contact Center colleague to work with our team as a Service Center Assistant. The primary responsibility of this role is to handle inbound and outbound calls related to product recalls with efficiency, empathy, and accuracy. The ideal candidate will possess excellent communication skills, a customer-centric attitude, basic computer skills and the ability to work effectively within a fast-paced environment. This position offers the opportunity to make a meaningful impact by ensuring the safety and satisfaction of our customers. The Colleagues are an integral part of our Contact Center team.

KEY RESPONSIBILITIES

• Handle Inbound and Outbound Calls – Respond to calls with customers regarding product recalls, always demonstrating empathy and professionalism.
• Provide Information – Effectively communicate recall procedures, timelines, and resolutions to customers, ensuring clarity and understanding.
• Document Calls – Accurately record and maintain detailed notes of each customer interaction, including the nature of the recall issue, customer concerns, and resolutions offered.
• Troubleshoot Issues – Assist customers in troubleshooting recall-related issues, providing guidance on next steps and resources available.
• Collaborate with Teams – Potentially work closely with cross-functional teams, including Training and Quality Assurance, to discuss complex recalls.
• Ensure Compliance – Adhere to all company policies, procedures, and regulatory requirements related to product recalls, to ensure we are always compliant.
• Provide Feedback – Share customer feedback, trends, and insights with the appropriate colleagues to drive continuous improvement in recall processes and customer satisfaction.
• Maintain Confidentiality – Handle sensitive customer information with the utmost confidentiality and discretion, following established protocols and guidelines.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Cell phone with cellular data and ability to receive calls and texts is required for system authentication purposes.
• Flexibility to work an 8 AM to 5 PM schedule, Monday through Friday, with occasional overtime or weekend shifts as needed.

Education & Licensing

High school diploma or GED required.

Experience

One (1) year customer service experience or equivalent combination of education and experience preferred. Experience in an inbound call center preferred.

Skills & Knowledge

• Knowledgeable in disability plan eligibility, coverage and benefits
• Good customer service skills
• Excellent oral and written communication, including presentation skills
• PC literate, including Microsoft Office product
• Strong organizational skills
• Good interpersonal skills
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies