Customer Service Representative - Onsite

Teleperformance • Richmond, VA

1d • Onsite

About The Position

The Customer Service Representative serves as a primary point of contact for clients, managing inbound and outbound communications using web-based tools to resolve inquiries and provide a positive customer experience in a high-velocity environment. The position is on-site in Richmond, Virginia. Representatives connect with customers through phone, email, chat, and/or social media, address questions and concerns, and may assist with payment processing or upselling when required.

Requirements

• High school diploma or equivalent.
• At least 6 months of customer service experience.
• Must be at least 18 years of age.
• Ability to type at least 25 words per minute.
• Proven call center experience.
• Ability to set up a home Wi-Fi network and configure a router or switch for entry-level network troubleshooting.
• Core proficiency with a laptop or desktop computer.
• Comfort with desktop computer systems and general knowledge of Windows-based systems.
• Demonstrated commitment to following established procedures and a customer-service-driven approach.
• Ability to collaborate effectively with team members, supervisors, and support departments.
• Strong communication, listening, analytical, organizational, and problem-solving skills.
• Ability to prioritize tasks and work well under pressure while remaining focused.
• Openness to feedback, evolving policies, and working a structured schedule that includes a variety of shifts.
• Strong critical-thinking skills and a proactive, solution-oriented approach.

Nice To Haves

• IT or network certifications or degrees.
• Customer service and/or sales experience.

Responsibilities

• Respond to customer questions, issues, and concerns through phone, email, chat, and/or social media.
• Attempt to resolve and de-escalate issues calmly.
• Escalate customer interactions when necessary and appropriate.
• Respond to requests for assistance and/or possible payment processing.
• Track call-related information for auditing and reporting purposes.
• Provide feedback on call issues.
• Upsell when required.

Benefits

• Eligible team members may receive medical, vision, and dental coverage.
• Employment Assistance Program resources and mental health and well-being support.
• Health and personal time off and eligible leave programs.
• Competitive 401(k) plans.
• Life insurance and supplemental medical coverage.
• Critical care insurance.
• Pet insurance.
• Flexible spending account plans.
• Retailer discounts.

What This Job Offers

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