Account Executive / Customer Service Representative

Customer Service Representative III

KORE1, a nationwide provider of staffing and recruiting solutions, has an immediate opening for a contract-to-hire Customer Service Representative III in the San Diego area.

The Customer Service Representative III is responsible for delivering high-quality customer support across phone, email, and chat channels. This position serves as a frontline resource for customers seeking assistance with product support, account management, and member portal navigation. The CSR plays a critical role in driving customer satisfaction, retention, and long-term loyalty through efficient issue resolution, product education, and service recovery. This role is designed as a temp-to-hire opportunity, with the intent to convert to a full-time position based on performance, attendance, and business needs.

What You'll Be Responsible For:

• Customer Support & Issue Resolution
• Handle inbound and outbound customer interactions via phone, email, and chat with a focus on resolution and retention.
• Accurately assess customer needs, investigate issues, and provide clear, professional solutions.
• De-escalate dissatisfied customers using approved service recovery strategies.
• Provide light technical support, including assistance with browser navigation, software downloads, and basic usability issues.
• Retention & Customer Value
• Apply needs-based retention and upsell techniques to identify service expansion opportunities where appropriate.
• Educate customers on product features, benefits, and account options to improve confidence and continued usage.
• Track and report key cancellation drivers and recurring customer pain points to support retention initiatives.
• Operations & Documentation
• Complete account updates, refunds, account closures, and opt-outs in accordance with established policies and service-level standards.
• Maintain accurate customer records within internal CRM systems.
• Coordinate investigative efforts related to customer claims, review documentation, and escalate for approval when required.
• Analyze account claims and determine appropriate resolutions within assigned authority levels.

How Success Is Measured:

• Quality and accuracy of customer interactions
• Retention and save rates
• Adherence to call flow and service standards
• Timeliness and accuracy of documentation
• Attendance, punctuality, and schedule adherence

Qualifications Required:

• High school diploma or equivalent (some college preferred)
• 1-3 years of experience in customer service, hospitality, or a related customer-facing role
• Strong verbal and written communication skills
• Solid computer proficiency and ability to work across multiple systems simultaneously
• Demonstrated ability to balance customer satisfaction with policy and program integrity
• Consistent attendance and punctuality

Preferred Experience:

• Experience working with CRM systems
• Familiarity with Google Workspace tools
• Experience in retention-focused or subscription-based environments

Skills & Attributes:

• Strong problem-solving and critical-thinking abilities
• Ability to remain calm and professional in high-volume or escalated situations
• Detail-oriented with a high degree of accuracy
• Self-motivated, dependable, and able to work both independently and collaboratively
• Comfortable working in a fast-paced, metric-driven environment

Compensation:

$18 - $26/hour

Benefits (Upon Conversion to Full-Time):

• 100% company-paid Medical, Dental, and Vision insurance
• Generous bonus program
• Unlimited vacation policy
• Paid Sick Leave and Paid Holidays
• 401(k) plan with company match
• Student Loan Repayment Program and 529 Education Savings Plan
• Paid Parental Leave and Dependent Care support
• Training and Education Reimbursement
• Paid Parking
• Pet Insurance and Employee Referral Rewards

This role follows a hybrid schedule for San Diego-based employees, with a mix of in-office and remote workdays. Onsite employees enjoy complimentary lunches, snacks, beverages, and access to a dog-friendly office environment.