Customer Service Agent 1

Savilinx • Hattiesburg, MS

236d

About The Position

The Customer Service Agent I position is part of the Operations department and reports to a Supervisor. This role is non-exempt and requires adherence to the SaviLinx Guiding Principles, which emphasize making every interaction count, acting with respect and integrity, demonstrating a passion for continuous improvement, and being worthy of trust from all stakeholders. The agent will resolve customer inquiries and concerns in accordance with client and company policies, providing support through email, text, and phone calls. The position requires completing and passing an eQIP background check upon hiring and every five years. The agent must follow strict work instructions and SOPs that may vary and adapt to continual changes in work instructions and procedures as needed. Meeting expectations for all balance scorecard metrics and demonstrating improvement over time is essential. Proper escalation procedures for unsolved customer requests must be followed, and maintaining productivity in accordance with support program and company standards is required. Participation in team meetings and required training sessions is expected, and the agent may provide mentoring to other customer service representatives (CSRs) as needed. Adherence to all safety, ethics, human resources, and security policies and procedures is mandatory. Regular and consistent attendance is an essential function of the job.

Requirements

• High school diploma or equivalent required.
• 1-3 years of customer service experience required.
• Must be 18 years of age or older.

Nice To Haves

• College degree preferred.

Responsibilities

• Resolve customer's inquiries and concerns in accordance with client and company policies.
• Provide customer support through email, text, and phone calls.
• Complete and pass an eQIP background check upon being hired and every 5 years.
• Follow strict work instructions and SOPs that may vary.
• Adapt to continual changes to work instructions and procedures as needed.
• Meet expectations for all balance scorecard metrics; demonstrate improvement over time.
• Follow proper escalation procedures for unsolved customer requests.
• Maintain productivity in accordance with support program and company standards.
• Attend and participate in team meetings and required training sessions.
• Provide mentoring to other CSRs as needed.
• Follow all safety, ethics, human resources, and security policies and procedures.
• Maintain regular and consistent attendance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: High school or GED