Customer Care Representative (Entry Level)

TEKsystems • Martinsburg, WV

2d • $22 - $22 • Hybrid

About The Position

The Customer Care Representative handles back-to-back inbound calls from members and account holders, responding to account and consumer-loan requests. The role involves working at a desk, using a computer, two monitors, and multiple programs to understand and resolve customer needs. Representatives are expected to provide excellent service and resolve issues quickly.

The role begins onsite in Winchester, Virginia, and moves to a hybrid schedule when released. The posting describes two classes and departments: Account Services, with a listed start date of 11/16, and Consumer Loans, with listed start dates of 12/07 and 12/14. Training is conducted Monday through Friday and lasts 15 working days, including trainer-led instruction, on-the-job training, and phone field exercises. Training hours are listed as 7:30 a.m.–4:30 p.m. or 9:00 a.m.–5:30 p.m. After training, representatives complete 10 working days of nesting on the training schedule, including calls, daily debriefs, and additional procedural guidance. Approximately 10 business days after nesting, representatives attend 12–15 days of bridge training at a schedule different from their regular shift. Successful completion of bridge training is required to be considered for conversion to a full-time employee.

After training, available schedules are Monday–Saturday or Sunday–Friday, with flexible start times between 11:00 a.m. and 5:30 p.m. Candidates must be open to working either Saturday or Sunday. Representatives are scheduled five days per week, receive their schedule two weeks in advance, and must remain flexible. Conversion opportunities depend on business need, tenure, dependability, and performance. The six-month contract may be extended while awaiting conversion opportunities.

For hybrid work, the employee must have a private, distraction-free workspace with adequate desk space for two monitors, a phone, keyboard, and mouse. The workstation must be within 8–12 feet of the modem/router and connected directly to it by company-provided cables, with two router ports available. A pre-established, private, non-satellite high-speed internet connection is required, with at least 50 Mbps download and 25 Mbps upload. Satellite, hotspots, wireless point-to-point connections, extenders, Wi-Fi, pay-per-data services, and public or shared internet are not supported. The employer does not provide or reimburse internet service or costs for installing additional hard-wired connections.

This is a contract-to-hire role based in Martinsburg, West Virginia. The posted pay range is $21.50 per hour. Individual compensation may depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other job-related factors. Temporary-role benefits, if eligible, may include medical, dental, and vision coverage; critical illness, accident, and hospital coverage; a 401(k) plan with pre-tax and Roth contributions; voluntary life and AD&D insurance; short- and long-term disability; a Health Spending Account; transportation benefits; an Employee Assistance Program; and time off or leave such as PTO, vacation, or sick leave. Eligibility and plan terms apply, and benefits may change.

Requirements

• High school diploma or equivalent.
• Exceptional customer service skills.
• Active listening skills.
• Strong verbal and written communication skills and a professional phone voice.
• Computer proficiency and strong typing skills.
• Ability to ask probing questions and diffuse tense situations when needed.
• Strong time-management and decision-making skills.
• Adaptability and accountability.
• Dependability and commitment to resolving customer needs.
• Willingness to work a Saturday or Sunday and remain flexible with scheduling.
• For hybrid work, a private, distraction-free workspace with adequate desk space for two monitors, a phone, keyboard, and mouse.
• For hybrid work, a private, non-satellite high-speed internet connection of at least 50 Mbps download and 25 Mbps upload, with direct Ethernet connection to the router; the workstation must be within 8–12 feet of the router and two router ports must be available.

Responsibilities

• Handle back-to-back inbound calls from members and account holders.
• Assist callers with account and consumer-loan-related requests using multiple computer programs and two monitors.
• Resolve customer needs quickly while providing excellent service.
• Participate in required instruction, on-the-job training, phone field exercises, nesting, and bridge training.
• Work the assigned five-day schedule, including a Saturday or Sunday shift, and maintain flexibility as schedules are provided two weeks in advance.
• Meet teleworking guidelines, including satisfactory performance and attendance, when working hybrid.

Benefits

• Medical, dental, and vision coverage, if eligible.
• Critical illness, accident, and hospital coverage, if eligible.
• 401(k) retirement plan with pre-tax and Roth post-tax contributions, if eligible.
• Voluntary life and AD&D insurance for the employee and dependents, if eligible.
• Short- and long-term disability coverage, if eligible.
• Health Spending Account (HSA), if eligible.
• Transportation benefits, if eligible.
• Employee Assistance Program, if eligible.
• Time off or leave, such as PTO, vacation, or sick leave, if eligible.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED