Client Service Center Agent
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Job Description
Client Service Center Agent delivering exceptional customer experience. First point of contact resolving customer inquiries quickly and confidently in a fast-paced environment.
Responsibilities:
- Respond to phone, voice, and electronic inquiries with professionalism and urgency
- Route calls to the appropriate team members when needed
- Identify, document, research, and resolve customer issues using the call tracking system
- Follow up on inquiries to ensure complete resolution
- Manage open cases and keep them moving toward timely closure
- Spot and share trends in customer inquiries
- Recommend improvements to enhance the customer experience
- Create and maintain helpful resources (e.g., documentation, FAQs)
- Escalate complex or unresolved issues to the right teams
- Support additional tasks as needed
Requirements:
- Customer service experience required
- High school diploma or equivalent required; college coursework or an associate degree is a plus
- Strong communication and interpersonal skills (written, verbal, and phone etiquette), with the ability to engage effectively across all levels
- Excellent customer service, listening, and problem-solving skills with a focus on delivering positive outcomes
- Highly detail-oriented with strong organizational skills
- Ability to multitask in a fast-paced environment (e.g., handling calls while updating tickets) with strong prioritization skills and sense of urgency
- Quick learner with the ability to absorb, apply, and communicate new information and processes
- Basic computer skills and keyboard proficiency; ability to learn customer service systems (Contactual experience a plus)
- Team-oriented mindset with the ability to collaborate effectively
- Intermediate proficiency in Excel, Word, and Outlook
Benefits:
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
- Professional development
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