Why Join Us? • Be Valued for What You Bring to the Team – Competitive pay that rewards your hard work • Benefits You Can Count On – Medical, dental, vision, and life insurance coverage • Work Hard. Recharge Often. – Generous PTO and extended illness benefits • Invest in Your Future – 401(k) with company match • Grow With Us – Career development, learning opportunities, and advancement pathways • We Invest in Your Success – Licensure and certification reimbursement for eligible roles • Student Loan Support – Assistance available for eligible roles • Your Wins Deserve Recognition – Employee rewards and recognition programs • A Team You'll Love Working With – A collaborative, purpose-driven culture making a difference every day • Additional Voluntary Benefits – Choose from options such as pet insurance, identity protection, and legal insurance. Great people. Great benefits. Meaningful work. Join us and make an impact. 8-Hour Shifts Available, No weekends, No holidays, No Call Hours of Operation: Monday - Friday 8:00am - 4:30pm Job Summary The Customer Service Representative is responsible for handling customer inquiries, resolving issues, and providing a positive service experience across multiple communication channels, including phone, email, chat, and in-person interactions. This role requires strong problem-solving skills, professionalism, and attention to detail to ensure timely resolution of customer concerns while maintaining high service standards. Essential Functions • Responds to customer inquiries via phone, email, live chat, and written correspondence, ensuring a courteous and professional interaction. • Handles inbound calls from both internal and external customers, creating service cases and documenting all interactions accurately. • Demonstrates empathy and active listening skills to understand customer concerns and provide appropriate resolutions. • Researches and resolves customer complaints, billing issues, and service-related concerns in accordance with company policies and procedures. • Accurately updates and maintains customer records and case notes in the system, ensuring complete documentation of issues and resolutions. • Works collaboratively with internal departments to escalate and resolve complex issues, ensuring a seamless customer experience. • Provides appropriate solutions and alternatives within service timeframes, following up to ensure issue resolution and customer satisfaction. • Meets and maintains productivity and service quality standards, ensuring efficiency in handling customer interactions. • Performs other duties as assigned. • Maintains regular and reliable attendance. • Complies with all policies and standards. Qualifications • Associate Degree or coursework in Business, Communications, or a related field preferred • 1-2 years of experience in customer service, call center, or administrative support required Knowledge, Skills and Abilities • Working knowledge of Google Suite, ServiceNow or similar ticketing platform, soft phone software, willingness to learn enterprise wide (ERP) such as Oracle or similar. • Strong verbal and written communication skills, ensuring clear and professional interactions. • Ability to handle high call volumes and multi-task across different customer service platforms. • Strong problem-solving skills with the ability to resolve customer concerns efficiently and effectively. • Proficiency in customer service software, CRM systems, and Microsoft Office applications. • Ability to remain calm and professional in high-stress situations while de-escalating customer concerns. • Strong attention to detail in data entry, documentation, and customer interactions. • Ability to work independently and as part of a collaborative team in a fast-paced environment.