CSR

Role Overview

We are seeking a Customer Service Representative to join our team. The primary function of this role is to provide support to consumers by handling inbound calls, researching issues, and documenting information within the company database. This position requires a professional who can effectively manage customer interactions and perform technical tasks in a dynamic environment.

Key Responsibilities

• Take inbound calls from consumers.
• Handle and research issues over the phone.
• Utilize a computer database to verify and document information accurately.
• Multi‑task between calls and emails.
• De‑escalate situations involving upset customers.
• One opening requires a Spanish‑bilingual candidate.

Required Qualifications

• Education: High School Diploma or GED.
• Experience: Minimum three years of customer service experience analyzing and solving customer problems, and at least three years in an office setting using a telephone and computer as primary tools.
• Skills: Familiarity with Windows PC applications and ability to learn new, complex computer system applications; ability to navigate a computer while on the phone; capability to multi‑task and understand multiple products.
• Other Requirements: Reliable transportation for onsite work; authorization to work in the United States; must work four days per week onsite in downtown Salt Lake City.

Preferred Qualifications

• Experience with ServiceNow.
• Formal training in customer de‑escalation techniques.

Work Environment

This role requires availability to work 40 hours per week, Monday through Friday, from 9:00 AM to 5:00 PM. The position is hybrid, requiring four days onsite per week in downtown Salt Lake City after an initial 90‑day period. The work environment involves frequent speaking and listening with a headset, sitting, and using a computer for extended periods.

Schedule

40 hours per week, Monday–Friday, 9:00 AM – 5:00 PM, with a hybrid arrangement (four onsite days per week after 90 days).

Benefits

• Medical, dental, vision, life, disability, and other supplemental insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401(k) plan with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and additional discounts.
• Professional development: on‑demand training, certification prep, library of technical and leadership courses/books/seminars (available after 6 months), certification discounts and perks for associations such as CompTIA and IIBA.
• Dedicated customer service team for consultants and a certified Career Coach.