Customer Service Representative

Highlight Technologies•UNAVAILABLE, UNAVAILABLE

14d•Remote

About The Position

As an On-Demand Customer Service Representative, you will work in a virtual high-volume call center environment providing accurate and professional support to internal and external customers. Project assignments vary in duration — from weeks to months — and you will be expected to ramp quickly, stay current on new procedures, and flex your availability during peak demand periods. This is a PRN (as-needed) role ideal for someone who thrives in a fast-paced, project-based environment. Flexibility and a proactive approach are essential to succeed. Employment is contingent upon the successful completion of a pre-employment background check and drug screening. Please note that testing methods (such as urine or hair analysis) and drug testing policies are implemented in accordance with applicable state and local laws.

Requirements

Minimum 1 year of customer service experience
Ability to pass federal clearance
Flexibility to work weekends, evenings, and holidays as needed
Proficiency with computer systems and software
High school diploma or equivalent (equivalent experience may substitute)
Excellent written and verbal communication skills
Strong analytical and effective decision-making skills
Proficient PC and internet navigation skills
Efficient time management in a fast-paced environment
Ability to navigate multiple applications simultaneously
High speed internet with an ethernet connection to the router (no satellite or hotspot) — minimum 10 Mbps download and 5 Mbps upload speed
WiFi must be turned off at all times while working
Windows Updates must be current
Private and distraction-free home workspace with the ability to close a door

Nice To Haves

Prior experience in a high-volume production environment
Experience managing difficult customer interactions with professionalism and diplomacy

Responsibilities

Handle incoming calls with accuracy and professionalism; facilitate first call resolution and escalate using proper procedures
Navigate systems of record and knowledge tools to ensure accurate information is conveyed to callers
Communicate clearly in writing and verbally; actively listen to understand caller concerns
Identify and escalate unusual or recurring issues through established channels
Research account details and exercise sound judgment on follow-up actions
Navigate multiple applications simultaneously to deliver comprehensive solutions efficiently
Monitor and report unusual call patterns or repeat issues; escalate system problems to supervisory staff promptly
Attend required training sessions for new projects and initiatives; maintain organized training materials
Perform other duties as assigned