Customer Service Representative III

PeopleConnect•San Diego, CA

20d•$18 - $26•Hybrid

About The Position

People Search, part of the PeopleConnect family of companies, is looking for an experienced Customer Service Representative III to deliver exceptional support while helping retain and build trust with our customers. In this role, you'll handle a variety of customer inquiries across phone, email, and chat, resolve complex account issues, investigate potential fraud and billing concerns, and ensure every interaction reflects our commitment to outstanding service. This role is ideal for someone who enjoys solving problems, thrives in a fast-paced environment, exercises sound judgment, and takes ownership of customer outcomes. You'll work closely with cross-functional teams while helping improve processes and contributing to an exceptional customer experience. This is a hybrid position requiring employees to work onsite four days per week and remotely one day per week. This is an office-based role in our San Diego office, with one remote day a week.

Requirements

High school diploma or equivalent (Some College Preferred)
1-3 years in customer service, hospitality, or other related work environments.
Strong work ethic and willingness to do what is needed to get the job done with a “no task too small mentality.”
Strong computer skills required
Strong verbal and written communication skills required.
Ability to work in a team environment and a strong individual performer who shares best practices with other members.
Uses sound judgment when making decisions based upon relevant information through balancing customer satisfaction and program integrity.
Maintains customer records by accurately updating account information in our CRM.
Follows company call flow/retention standards to provide quality interactions and attain key performance metrics as measured by internal scoring tools.
Consistent excellent attendance and punctuality are required for successful performance and excellent customer service.

Nice To Haves

Proficient in Google Workspaces is preferred but not required.

Responsibilities

Providing extraordinary customer care by answering inquiries (incoming calls, emails, chats); determining requirements; understanding and resolving customers' needs, and fulfilling requests with a focus on retention.
Help solve a wide variety of issues our customers may face through critical thinking and collaboration.
Participate in team meetings by adding value to conversations and proactively providing recommendations for improvement.
Analyze suspicious activity on accounts/customer account claims to identify potential fraudulent activity and or refunds due.
Develops expertise in product usage and uses appropriate strategies to provide solutions to meet customer needs.
Responsible for receiving and properly handling customer/financial institution calls related to fraud and/or suspicious activity, including high-value complex cases.
Completes email communication through general support inbox inquiries such as issuing refunds, closing accounts, and “Opt-Outs” within established service levels and standards, as needed.
Assists with daily workflow using internal CRM
Normal inbound/outbound call handling, various email communication with our customers, and other day-to-day customer service responsibilities.
Coordinating investigative efforts, thoroughly reviewing all relevant claims, and negotiating settlement of claims up to the designated authority level or seeking approval for additional compensation.
Analyze customer account claims, determine benefits due, and make adjustments to complex program claims via verbal