Customer Service Representative

TEKsystems

19h•$21 - $24•Onsite

About The Position

We are seeking a Customer Service Representative II to serve as a trusted customer advocate and informal team leader within the Customer Care team. This role builds on strong CSR fundamentals and offers opportunities for problem‑solving, peer escalations, and process improvement. In this position, you’ll handle routine and more complex customer inquiries through phone, email, and case management, while partnering with leadership to enhance tools, workflows, and team knowledge. This is an excellent opportunity for someone who enjoys being a go‑to resource and making a meaningful impact.

Requirements

3+ years of customer service experience (call center or similar environment preferred)
Strong written and verbal communication skills
Experience using CRMs, case management systems, or multiple software platforms
Excellent reliability, punctuality, and schedule adherence (critical requirement)
Ability to multitask and stay organized in a structured, high‑volume environment
Strong problem‑solving skills with the ability to work independently

Responsibilities

Handle high‑volume inbound customer calls (headset‑based; 7 hours/day)
Resolve customer questions, concerns, and complaints with empathy and accuracy
Serve as a first‑line escalation resource for peers by troubleshooting complex issues
Follow SOPs and utilize internal resources such as documentation and team chat tools
Accurately document interactions and resolutions within CRM and case management systems
Partner with supervisors on process improvements and special projects
Potentially cross‑train into email support once established in the role
Become increasingly independent after completing training