Customer Service Representative

About the role

The Customer Service Representative role is a fast-paced, high-volume, inbound call center position. This role is responsible for providing prompt and accurate information in a courteous and professional manner to customers.

Responsibilities

• Customer Service: Provide accurate, clear, and concise responses to incoming customer calls. Handle general questions and guide the applicant through issues relevant to their case. Perform processing functions necessary to facilitate first call resolution and reflect the accurate status. Determine a plan of action to facilitate resolution outside of the Call Center. Send necessary requests to other units. Utilize proper escalation procedures. Utilize the ability to navigate through the system of record (if applicable). Consistently utilize resources to ensure accurate information is conveyed to customers.
• Communication: Communicates in an accurate, clear and concise manner both in writing and verbally. The incumbent must be skilled and proficient in verbal communication, context and the nature of our business in order to accurately respond to the caller, including novice callers. Communicates by listening to “hear” the customers concern without interruption, so that the appropriate response is given. Utilizes established processes to identify, analyze, and escalate unusual or repeat issues.
• Account Management: Research accounts based on the information provided by the customer, as well as a review of the account variables. Since most calls involve issues with respect to individual accounts, it is critical that the incumbent possess a sound knowledge of internal policies and procedures. The incumbent will be faced with a number of issues each day that require quick comprehension of the situation with real-time responses to customers. Sound judgment must be exercised in both the initial response to the customer and all follow-up that may be required thereafter.
• Training: Attend training as necessary. Keep all training documents organized and keep abreast of new information.
• Other duties as assigned

Requirements

Demonstrates excellent written and verbal communication skills
Strong analytical skills
Fast learner, ability to maintain an in-depth understanding of the training curriculum
Possesses excellent PC and internet navigation skills
Demonstrates efficient time management skills
Demonstrates effective decision-making skills
Must have high speed reliable internet. Must be to a router that they can hardwire an Ethernet port into. No Wi-Fi. No Hotspots.

Qualifications

• A High School Diploma or GED from an accredited institution required
• Prior experience in a high-volume call center preferred

Skills

• Excellent written and verbal communication skills
• Strong analytical skills
• Fast learner, ability to maintain an in-depth understanding of the training curriculum
• Possesses excellent PC and internet navigation skills
• Demonstrates efficient time management skills
• Demonstrates effective decision-making skills

Benefits

We offer our full-time regular employees who meet eligibility criteria the following which include:

• Medical, Dental, & Vision Insurance
• Healthcare & Dependent Flexible Spending Accounts (FSA)
• Health Savings Account (HSA) with Employer Contribution
• Company Paid Life and AD&D Insurance
• Company Paid Short- & Long-Term Disability
• Employee Assistance Program (EAP)
• 401(k) with Employer Match (Traditional/Roth/Safe Harbor)
• Paid Time Off 10 Company Holidays
• PTO Accrual
• Sick Time Accrual
• Parental Leave
• Jury Duty
• Military Leave
• Bereavement

What We Offer

Duncan Solutions, LLC offers a professional environment, stability, upward mobility, and a wide breadth of benefits. We offer our full-time regular employees who meet eligibility criteria the following which include:

• Medical, Dental, & Vision Insurance
• Healthcare & Dependent Flexible Spending Accounts (FSA)
• Health Savings Account (HSA) with Employer Contribution
• Company Paid Life and AD&D Insurance
• Company Paid Short- & Long-Term Disability
• Employee Assistance Program (EAP)
• 401(k) with Employer Match (Traditional/Roth/Safe Harbor)
• Paid Time Off 10 Company Holidays
• PTO Accrual
• Sick Time Accrual
• Parental Leave
• Jury Duty
• Military Leave
• Bereavement

Our Commitment to Diversity

Duncan Solutions, LLC is proud to be an Equal Opportunity Employer. We actively encourage applications from everybody. All qualified job applicants will receive consideration without regard to race, color, religion, creed, national origin, aboriginality, genetic information, ancestry, marital status, sex, sexual orientation, gender identity or expression, physical or mental disability, pregnancy, veteran status, age, political affiliation or any other non-merit characteristic. Please visit our website to learn more about us https://www.duncansolutions.com/. To view all of our current job opportunities, please visit https://businessprocessingsolutions.bamboohr.com/careers.