Customer Service Representative - Call Center Agent

Connexus Resource Group • American Fork, UT

4d • Onsite

About The Position

The Customer Service Representative - Call Center Agent supports customers on behalf of JM Law, primarily through inbound calls and occasionally through outbound calls. The role assists with account inquiries, payment-related questions, and collections matters while delivering professional, empathetic, solution-oriented customer service. It is a customer service-focused collections environment that calls for rapport-building, confident communication, and the ability to navigate challenging conversations with customers who may be frustrated or experiencing difficult circumstances.

The position is based in an in-office call center in American Fork, Utah. Agents are expected to maintain professionalism and empathy, guide conversations toward positive resolutions, document interactions accurately, follow procedures and compliance requirements, and protect sensitive customer and payment information under PCI standards. Collections experience is highly preferred but not required.

Requirements

• Strong verbal communication and active listening skills.
• Ability to build rapport and establish trust with customers.
• Ability to handle difficult conversations and customer objections professionally.
• Empathetic, patient, and composed when interacting with upset or frustrated customers.
• Strong problem-solving and critical-thinking abilities.
• Self-motivated, adaptable, and eager to learn new processes.
• Comfortable multitasking across multiple computer systems and platforms.
• Basic computer proficiency, including navigating systems, opening tabs, and using copy-and-paste functions.
• Reliable attendance, punctuality, and a strong sense of accountability.
• Ability to work collaboratively in a fast-paced, in-office environment.

Nice To Haves

• Previous customer service experience.
• Collections experience.
• Call center experience.

Responsibilities

• Handle primarily inbound customer calls, with some outbound calling as needed.
• Assist customers with account inquiries, payment-related questions, and collections matters.
• Build rapport and positive customer relationships through professional, empathetic communication.
• Navigate challenging conversations, customer objections, and difficult interactions confidently.
• Maintain control of conversations while remaining patient, composed, and solution-oriented.
• Provide accurate information and work toward appropriate customer resolutions.
• Accurately document customer interactions and update account information across designated systems.
• Follow established procedures, client expectations, and compliance requirements.
• Protect sensitive customer and payment information in accordance with PCI compliance standards.
• Collaborate with leadership and teammates to support daily operational goals and team success.

Benefits

• Health, dental, and vision insurance.
• 401(k) savings plan.
• Employee advancement and career path development, with promotion from within.
• Monthly prize drawings, including gift cards and electronics.
• Paid time off earned from day one.
• Casual work environment.
• DailyPay access to earnings.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed