The Customer Service Representative is a key member of our team and is responsible for providing exceptional customer service in fielding inbound questions, inquiries and/or information. This position will be responsible for managing customer contacts via one or more communication channels such as email, phone and/or chat. This role requires strong listening skills as well as effective verbal and written communication skills and communication skills, answers questions, and has the ability to troubleshoot and de-escalate customer issues while accessing information from a variety of systems and references, seeking to achieve the best solution. This position requires, a positive and solutions-oriented attitude, and the ability to effectively utilize a computer and headset. • Strong attendance habits • Friendly and professional phone etiquette, expressing gratitude for customer participation • Demonstrate excellent verbal and written communication • Answer questions and resolve issues based on phone calls, emails, internet inquiries from members, clients and others, while maintaining consistent quality • De-escalate customer issues and provide step-by-step solutions via phone, email and chat • Accurately process and record call transactions using a computer and designated tracking software and update customer information, ensuring data integrity • Educate customers on applicable self-service options • Demonstrate excellent time management skills, prioritizing and handling multiple tasks at the same time • Assist in preparation of daily, weekly or monthly reports • Serve as a resource and effectively interact with all team members in order to resolve customers’ needs • Special projects and other duties as assigned Experience and Skills • High school diploma or GED required • Open availability • One (1) or more years of customer service preferred • Eager to continue to grow and develop skills and talents • Prior call center experience preferred • Strong verbal and written communication, including grammar and a 35 WPM typing speed minimum • Strong organizational skills with the ability to multi-task • Learn and navigate software and computer use • Pass several skills tests • Adaptable to an ever-changing environment • Ability to use a computer and headset