Tier One Customer Service Representative

North End Teleservices, LLC • Omaha, NE

1d • Onsite

About The Position

Under general supervision, the Tier One Customer Service Representative handles incoming calls and uses chat and documentation as needed to assist customers. The role involves answering frequent questions, providing detailed information, processing applications, and resolving customer account issues accurately and efficiently. Representatives are expected to listen actively, communicate with empathy, and interact clearly, positively, and professionally. The position requires 100% onsite presence and is not eligible for remote or hybrid work.

This is a Service Contract Act (SCA)-covered position. The minimum hourly wage under the applicable Department of Labor Wage Determination is $17.38, plus a Health & Welfare fringe benefit of $5.42 per hour, paid up to 40 hours per week. There are no supervisory responsibilities. Employees must follow their assigned work schedule and comply with attendance and punctuality requirements. All assessments for the role must be completed on a desktop computer; mobile devices may negatively affect scoring outcomes.

Requirements

• High school diploma or equivalent.
• At least 6 months of customer service, telemarketing, or call center experience.
• Ability to speak and read English clearly, professionally, and fluently.
• Ability to pass required assessments associated with the position.
• Typing speed of at least 20 words per minute with 85% accuracy.
• Experience using a personal computer and the Windows operating system.
• Ability to work effectively within established key performance indicators and metrics.
• Demonstrated excellent interpersonal and leadership skills.
• Ability to multitask and stay organized while completing simultaneous tasks.

Nice To Haves

• Ability to navigate various systems and browsers.
• Excellent written, verbal, and interpersonal communication skills for interacting effectively with customers and coworkers.
• Knowledge of contact center technology.
• Strong computer skills, including proficiency in Excel and Word.
• Excellent command of English and effective grammar skills.
• Excellent communication etiquette.

Responsibilities

• Use standard technology, including a telephone, email, and web browser.
• Navigate to required pre-scripted responses and read them verbatim to provide basic general and claims-specific information.
• Follow established policies and standard operating procedures, including system use, timekeeping, end-to-end call documentation, and ethics and privacy rules.
• Help callers complete applications and submit them electronically to the plan provider for processing.
• Complete basic call logs and document call details, including confirming which scripts were read during each call.
• Provide courteous, competent, patient, and polite customer service; offer solutions and assistance, with performance assessed through quality monitoring and continuous improvement.
• Work holidays, overtime, and weekends when required by operational needs.
• Follow the assigned work schedule and meet attendance and punctuality requirements.

Benefits

• Competitive pay.
• Transportation shuttle service.
• The WorkLab.
• Paid holidays.
• Paid time off.
• Tuition reimbursement program.
• Health coverage.
• Dental coverage.
• Vision coverage.
• Health & Welfare fringe benefit of $5.42 per hour, paid up to 40 hours per week.

What This Job Offers

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