Customer Service Representative Onsite

InteLogix • El Paso, TX

8d • Onsite

About The Position

InteLogix is hiring a Customer Service Representative to provide customer support for test scheduling and exam coordination. The role involves assisting users with scheduling and rescheduling exams, troubleshooting login, system access, and platform issues, and communicating technical information and resolution steps to customers with varying levels of technical understanding. Representatives document interactions and follow-up actions, address customer concerns with patience and empathy, and escalate complex issues when needed. The position is onsite, full-time, and non-seasonal, with a pay rate of $15 per hour. Job offers are contingent upon completion of a drug screen and background check. Employment and continued access to client systems and information may also depend on meeting applicable client security and access requirements.

Requirements

• Be at least 18 years old and have a high school diploma or GED.
• Be tech-savvy and able to navigate multiple windows and tabs while providing phone support.
• Type at least 35 words per minute with accuracy.
• Have at least one year of customer service experience.
• Have excellent attendance.
• Understand computer hardware, software, operating systems, and basic networking principles, and be able to troubleshoot common computer issues.
• Analyze customer issues, identify root causes, and determine appropriate solutions.
• Apply logic and reasoning to resolve complex customer problems.
• Have excellent phone etiquette and verbal communication skills, including the ability to explain technical information clearly and concisely.
• Compose professional, grammatically correct email responses for internal and external audiences as needed.
• Actively listen to customer concerns and gather relevant information.
• Empathize with customers and handle challenging conversations professionally.
• Demonstrate a strong commitment to outstanding customer service and exceeding customer expectations.
• Complete a drug screen and background check; client system access may require additional applicable screening and security requirements.

Nice To Haves

• Two years of call center experience preferred.

Responsibilities

• Assist users with test scheduling, rescheduling, and general exam coordination.
• Troubleshoot login issues, system access, and platform errors in real time.
• Ask probing questions to identify the root cause of customer issues.
• Communicate technical information and troubleshooting steps clearly to customers with varying levels of technical understanding.
• Maintain accurate records of customer interactions, resolutions, and follow-up actions in the call log database.
• Use patience, empathy, and active listening to understand and address customer needs and concerns.
• Escalate complex issues to senior support staff or technical teams as needed.
• Follow call center procedures, scripts, and quality standards.

Benefits

• Paid training
• Medical insurance
• Dental insurance
• Vision insurance
• Paid time off
• Employee discounts
• Career advancement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED