Customer Service Representative

Job Description

Job Description

Job Title: Customer Service Representative

Job Type: Full-time

Location: Baltimore, MD

Pay Rate: $22.50 per hour

Contract duration: 5 years

About Us

Absolute Staffing & Consulting Solutions is a woman, minority, and veteran-owned business based in Westminster, Maryland. We specialize in staff augmentation across IT, allied health, customer support, and administrative roles, supporting both private and government clients.

What will your job look like?

The Customer Service Representative (CSR) handles incoming calls received via an automated call distribution (ACD) system, regarding scheduling of non-emergent transportation and all other details of customer trips. The CSR is the front-line representative of the Company.

What You’ll Do (Essential Functions)

• Participate in an extensive paid training program encompassing areas of customer service, computer applications, policy and procedure
• Manage inbound calls from our members to verify eligibility and coordinate non-emergent transportation utilizing company systems
• Listen and obtain information from callers in a professional, systematic and organized manner
• Acquire and maintain in-depth knowledge of, and adhere to, established Protocols and Procedures
• Assume responsibility for self-development and career progression
• Maintain flexibility in efforts to provide quality service to our members and help achieve business and operational goals
• Maintain acceptable abandoned call rates, average handle time, productivity percentage, and attendance; as outlined by company standards
• May be required to work weekends and/or holidays, as needed
• Maintain confidential information standards within a fast paced environment
• Relate to a diversity of requests
• Identify with customer needs and circumstances
• Tactfully question and obtain necessary information
• Recognize, handle and refer situations of an emergent nature

What We’re Looking For (Knowledge, Skills & Abilities)

• Typing speed of 30 WPM or greater
• Knowledge of Microsoft Outlook and Microsoft Word
• Exemplary communication and phone skills
• Ability to maintain a high level of confidentiality
• Regular attendance is required

Qualifications

• High School Diploma or G.E.D.
• Minimum one (1) year of phone-based customer service experience
• Strong communication and presentation skills 
• Proficiency in MS Office Suite
• Ability to multitask, prioritize, and manage time effectively
• Familiarity with CRM (Customer Relationship Management) systems preferred

Benefits :

Paid Time Off

• Generous PTO package
• Paid Holiday Schedule

Health Insurance

• Medical
• Dental
• Vision

Ancillary Benefits

• Short-term & long-term disability insurance
• Accidental death & dismemberment (AD&D) insurance
• Life insurance

Employee Assistance Program (EAP)

Support for emotional well-being, legal & financial matters, family & relationships, and work-life transitions.

Retirement

401(k) plan available