Customer Support Specialist (Client Service Representative - CSR)

Shift Schedule: Mon to Fri - 8:30 AM - 5 PM EST

Start Date: 04/27/2026

What does a Customer Service Representative do?

As a Customer Service Rep, you will support inbound customer inquiries and resolve customer issues by delivering world-class customer service. In Company Support, we continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make a positive impact, a commitment to their work, the ability to elevate the performance of their team members, and a display of enjoyment for solving complex customer issues.

As a Customer Service Representative, you can look forward to:

• Ensuring that all customer escalations and complaints are managed to excellent professional standards and within the company's terms and policies.
• Receiving inbound contact calls and completing outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained and all service levels are met.
• Demonstrating sound negotiation, problem-solving, and conflict resolution skills by working to resolve issues within your own authority and parameters whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to escalate to a higher authority.
• Advocating as the voice of the customer to the company. Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes.
• Sharing information and knowledge with other team members to recognize and reduce the number of repeated issues.
• Capturing all pertinent customer contact information accurately and concisely within the data capture systems and ensuring that data is properly maintained.
• Following escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues.
• Utilizing appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure, which caused frontline efforts to fail.

These are the qualifications we are looking for:

• High school diploma or equivalent
• Minimum 2 years of customer service and/or contact center experience
• Experience in de-escalating situations with dissatisfied customers, with an ability to be patient and empathic
• Proficiency in MS Outlook, Word, PowerPoint, and Excel skills