CSR Agents

Staffvirtual•Minnesota, MN

17h•Remote

About The Position

About the Client: A well-established business technology provider offering comprehensive managed services for modern workplaces. Their solutions include Managed IT, IT & Security, Managed Print Services, Cloud & Networking, Collaboration & Phone Systems, Audio/Visual and Physical Security. They help organizations streamline operations by combining advanced technology solutions with service excellence. Overview: We're looking for Customer Service Representatives based in the United States . This role serves as the first point of contact for all inbound inquiries across various departments and locations. This role is responsible for delivering exceptional customer service, accurately routing inquiries to the appropriate teams, and efficiently resolving common requests. The representative ensures a seamless and consistent experience for customers, clients, and internal stakeholders by acting as a centralized communication hub for the organization.

Requirements

High school diploma or equivalent required; Associates or Bachelors degree preferred.
1–3 years of call center, customer service, or contact center experience preferred.
Experience in a multi-department or enterprise environment is a plus.
Excellent verbal communication and active listening skills.
Strong problem-solving and conflict-resolution abilities.
Ability to multitask and navigate multiple systems simultaneously.
Strong attention to detail and accurate documentation skills.
Professional demeanor with a customer-first mindset.
Ability to work in a fast-paced, high-volume environment.
Proficiency with CRM systems, phone systems, and basic Microsoft Office applications.

Responsibilities

Serve as the single point of contact for all inbound calls across departments and locations.
Professionally answer, assess, and document incoming calls in accordance with service standards.
Route inquiries to the appropriate department, team, or individual based on established protocols.
Resolve common customer requests and inquiries during first contact whenever possible.
Provide accurate information regarding company services, processes, policies, and locations.
Log all interactions in the CRM/contact center system with detailed and accurate documentation.
Follow established call handling procedures, scripts, and escalation workflows.
Escalate complex or urgent issues to the appropriate teams in a timely manner.
Meet or exceed performance metrics including call quality, response time, resolution rate, and customer satisfaction.
Collaborate with internal departments to ensure smooth handoffs and issue resolution.
Identify trends in inquiries and provide feedback to leadership for continuous improvement.