Customer Service Specialist (Loss & Mitigation)

ASCENDING • Richmond, VA

9d • Onsite

About The Position

Provide front-line support to customers by phone and email, resolve inquiries and complaints, maintain accurate service records, and ensure customers receive the correct information or are referred to the appropriate department, all while following company policies and procedures.

Requirements

• Excellent customer service skills
• Ability to provide the appropriate service and information or refer clients to another department
• Clear verbal and written communication skills with a strong command of the English language
• Strong attention to detail and accurate data entry
• Ability to work well in a team environment
• Multitasking skills and strong organizational abilities
• Ability to remain calm and professional under high-stress situations and de-escalate conflict
• Computer literacy, including email, web-based tools, and basic office applications
• Experience working in a customer service environment is required

Nice To Haves

• Familiarity with CRM/ticketing systems is a plus

Responsibilities

• Respond to inbound phone calls and email requests daily with timely, professional service while creating, updating, and maintaining accurate records in the CRM/ticketing system.
• Resolve customer complaints and issues and escalate when appropriate
• Provide resources, product and service information, and clear guidance to customers.
• Triage requests to ensure clients are referred to the correct department, strictly adhering to company policies, procedures, and compliance/privacy standards during all interactions.
• Meet or exceed service-level targets for response and resolution times and customer satisfaction, document resolutions, and contribute to internal knowledge base articles.
• Collaborate with cross-functional teams such as operations, billing, and technical support to resolve issues, and identify recurring problems to recommend process improvements.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees