Customer Service Representative
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Job Description
Customer service representative handling client communications and resolving inquiries for TP, a global digital business services provider. Delivering first-call resolution and documenting interactions remotely.
Responsibilities:
- Serve as a primary point of contact for clients
- Manage inbound and outbound customer communications
- Use web-based tools to resolve customer inquiries
- Handle and respond to customer inquiries
- Provide excellent customer service through active listening
- Handle confidential customer information sensitively
- Aim to resolve issues on the first call
- Communicate appropriately with customers
- Resolve and de-escalate customer issues
- Escalate interactions when necessary
- Track call-related information for auditing and reporting
- Provide feedback on call issues
- Upsell when required
Requirements:
- High School Diploma or equivalent
- Minimum of 6 months of customer service experience
- Must be 18 years of age or older
- Ability to type at least 25 words per minute
- Comfortable with desktop computer systems
- General knowledge of Windows-based systems
- Customer service and/or sales experience preferred
- College degree preferred but not required
- Ability to follow established procedures
- Ability to collaborate effectively with team members, supervisors, and support departments
- Outstanding communication, listening, and analytical skills
- Strong organizational and problem-solving skills
- Ability to prioritize tasks and work well under pressure
- Open-minded approach to feedback, evolving policies, and a structured schedule with varied shifts
- Sharp critical thinking skills
- Dedicated workspace near router for hardwired Ethernet connection
- Internet speed of at least 15 Mbps download and 10 Mbps upload
- ISP latency under 50ms
- Internet connection cannot be satellite, mobile data/hotspot, P2P, or VPN
- Proof of internet speed required
- Employment restricted to residents of AL, AR, AZ, CT, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NJ, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, WY
Benefits:
- Medical, vision, and dental health benefits for eligible team members and families
- Employment Assistance Programs
- Health and personal time off (HPT)
- Leave programs as eligible
- Competitive 401(k) plans
- Life insurance
- Supplemental medical coverage
- Critical care insurance
- Pet insurance
- FSA plans
- Retailer discounts
- Career advancement opportunities
- Inclusive and diverse workplace culture
- Support for active-duty service members, veterans, and military families
- Reasonable accommodation during the application process
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