Contract Customer Service Rep

Position: Client Service Representative II

Responsibilities

• Provide exceptional customer service via telephone, email, chat, or face‑to‑face interaction, retaining knowledge and paying attention to detail.
• Handle customer complaints, offer appropriate solutions and alternatives within time limits, and follow up to ensure resolution.
• Maintain detailed records of customer interactions in the CRM (Salesforce).
• Troubleshoot website technical issues, using discretion to determine when escalation is required.
• Answer inquiries by clarifying client needs, researching, locating, and providing answers, fulfilling requests, and maintaining a database of activities.
• Present information and respond to department managers’ questions regarding client inquiries/concerns.
• Demonstrate exceptional interpersonal skills, handling sensitive and confidential situations and documentation.
• Resolve problems by clarifying issues with other departments and escalating unresolved concerns to management.
• Fulfill email inquiries by clarifying desired information, replying with resolutions, and forwarding requests as necessary.
• De‑escalate client interactions to maintain a peaceful work environment.
• Research and analyze processes to assure quality control and communicate discrepancies to the department manager.
• Exemplify proficiency in DLBA programs and policies as they relate to customer inquiries.
• Produce and provide daily, weekly, monthly, and yearly walk‑in reports as requested by manager.
• Assist with producing support materials for Client Services and training new and existing employees.
• Assist customers with creating online accounts and provide technical support for online account issues using remote support software.
• Perform data entry and maintain database spreadsheets.
• Relieve in‑office CSRs during breaks and time off, maintaining staffing capacity.
• Place follow‑up calls from email inquiries.
• Perform other related duties as assigned and assist with special projects.

Qualifications

• Ability to type and operate standard office equipment.
• Ability to follow instructions, communication procedures, guidelines, and policies.
• Knowledge of customer service practices and principles.
• Meticulous and thorough with strong attention to detail.
• Good time management skills and ability to multitask.
• Strong telephone and listening skills.
• Excellent oral and written communication skills.
• Effective problem‑solving abilities.
• Proficient data entry and proofreading skills.
• Highly flexible and able to work in a fast‑paced, dynamic environment where priorities, demands, and timelines can shift.
• Basic knowledge of Microsoft Office Suite (Word, Excel, Outlook).
• Must pass a background check.