Customer Service Representative

TEKsystems • Indianapolis, IN

17d • $16 - $16 • Hybrid

About The Position

We are seeking a Customer Service Representative to support participants through inbound phone calls and email inquiries. This position focuses on providing excellent customer service, resolving issues efficiently, assisting with online portal navigation, and educating participants on available programs and resources.

Requirements

• 1+ year of call center experience required.
• High School Diploma or GED required.
• Strong customer service, problem-solving, and issue-resolution skills.
• Excellent verbal and written communication skills.
• Strong attention to detail and active listening abilities.
• Comfortable navigating multiple computer systems and applications.
• Proficiency with Microsoft Word and Excel.
• Professional telephone presence and communication style.
• Ability to work a flexible schedule and overtime when needed.
• Must successfully complete required background and drug screening.

Nice To Haves

• 1-3 years of technical call center, customer service, or transferable experience preferred.
• Bilingual Spanish/English is highly preferred and will receive interview preference.
• Previous inbound call center experience, comfortable assisting customers with technical or account-related questions, and can efficiently navigate multiple systems while providing a positive customer experience.
• Strong problem-solving, communication, and de-escalation skills are essential for success in this role.

Responsibilities

• Handle high-volume inbound calls and assigned email requests while providing professional and helpful customer service.
• Gather and document participant information accurately and work toward first-call resolution.
• Assist participants with registration, login issues, password/access concerns, and website navigation.
• Answer questions regarding programs, applications, and resources available through the participant portal.
• Educate participants to help reduce repeat calls and improve their overall experience.
• Escalate complex or non-routine concerns to the appropriate internal teams.
• Assist participants with completing surveys over the phone.
• Maintain accurate and detailed documentation of all participant interactions.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

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