Customer Service Representative
About The Position
If you like to solve problems and interact with people from across the country, or maybe just a few towns over, this is the career for you! In this role, you will be a creative problem solver, results oriented, and empathetic customer partner that connects, navigates, influences, and provides solutions. Are you energetic, enthusiastic with an engaging personality? Are you driven to deliver effective results while providing excellent customer service? Do you have extraordinary communication skills? 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.
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 30 Mbps download and 15 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
Benefits
- Paid Training
- Medical, Dental, and Vision Insurance
- Paid Time Off
- Employee Discounts
- Full-time, non-seasonal Career Advancement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
