Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to join a mission-driven organization serving veterans, their families, and surrounding communities in Lawrence, Indiana. This contract-to-permanent opportunity is ideal for someone who brings patience, professionalism, and a genuine desire to help others through meaningful daily interactions. In this role, you will support callers with care and accuracy while contributing to a team focused on dependable service and respectful communication.

Responsibilities:

• Assist customers by phone and through written communication, addressing questions, concerns, and service needs with professionalism and empathy.

• Research issues across several systems at once to provide accurate information, complete updates, and guide customers toward appropriate resolutions.

• Enter and maintain customer records with a high degree of accuracy, ensuring documentation is complete and aligned with established procedures.

• Analyze service issues, identify practical next steps, and escalate complex matters when additional support or approval is required.

• Adjust quickly to updated workflows, changing priorities, and new tools while maintaining consistent service quality.

• Work closely with teammates and leadership to share information, support daily operations, and contribute to a positive customer experience.

• Use active listening and clear communication techniques to calm difficult situations and help move conversations toward resolution.

• Maintain reliable attendance and punctuality to support scheduled coverage and uninterrupted service for customers.

Requirements:

• Prior experience in customer service, call center support, or a similar client-facing role.

• Ability to communicate clearly and professionally in both verbal and written formats.

• Comfortable working across multiple applications and screens while managing customer interactions.

• Strong attention to detail with accurate data entry and thorough documentation skills.

• Demonstrated problem-solving ability and sound judgment when handling questions or service issues.

• Proficiency with basic office software, including Microsoft Word and Microsoft Excel.

• Dependable work habits, including consistent attendance and the ability to meet scheduled shifts.