Customer Service Representative

Title - Customer Service Representative

Location - Warwick, Rhode Island, United States -Hybrid

Job Description

Required Skills and Experience

• Minimum 2+ years of experience in Customer Service. Prior Call Centre experience is highly preferred.
• Must live within one hour commute of the Warwick, RI office location.
• Experience navigating multiple screens while delivering a strong customer experience.

What You Need to Succeed (Required Qualifications)

Logistics

• Must live within a commutable distance to the office for business needs (monthly events, training, meetings).
• Training will be conducted in-office for a designated duration. No time off is permitted during the training and nesting period. Must adhere to strict start/end times.
• After training, the role is primarily virtual with required monthly in-office days based on business needs.
• Required to work an assigned shift between 8:00 AM – 6:00 PM ET, Monday through Friday; flexibility is required for overtime and shift changes based on business needs and bidding processes.
• Ability to remain in a stationary position for approximately 75% of the time.

Skillsets & Proficiencies

• Strong computer and keyboard skills, along with analytical and problem-solving abilities.
• Ability to quickly grasp information and resolve customer challenges through strategic thinking.
• Capable of clearly communicating complex concepts both verbally and in writing.

Customer-Centric Approach

• Passion for delivering exceptional customer service in a fast-paced environment.
• Ability to professionally demonstrate empathy and build rapport with customers.

What Can Give You an Edge (Additional Skills)

• 2+ years of customer service experience; prior call centre experience highly preferred.
• High School Diploma, GED, some college coursework, trade certification, or professional certification.
• Proven ability to quickly learn, retain knowledge, and understand product offerings and operational functions.
• Strong problem-solving and troubleshooting skills.
• Excellent listening skills with professional verbal and written communication abilities.
• Ability to build trust and accountability through an empathetic and customer-focused communication style.

Key Responsibilities

• Communicate with customers via telephone using strong communication, active listening, and empathy skills.
• Identify and deliver solutions aligned with customer needs.
• Analyze and resolve complex customer inquiries related to products, policies, claims, and procedures.
• Ensure exceptional customer experiences by demonstrating attention to detail and a genuine desire to help.
• Process transactions efficiently and refer requests to appropriate departments, tracking progress to completion.
• Support special product or service campaigns as needed.
• Navigate multiple systems effectively to provide accurate and complete responses.
• Maintain professionalism and high-quality service standards in all customer interactions.

Regards,

Akansha Pandey

Recruiting Partner

Americas Recruiting – Technology

HAYS Working for your tomorrow

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