Customer Service Representative

About the Role

Customer Service Representatives are responsible for processing in-bound calls with a third-party client, displaying great customer service skills to ensure the highest level of customer satisfaction. The CSR manages calls for a Third-Party Claims Administrator. Our team thrives on employees who work with integrity, honesty, punctuality, and leadership in an organized and structured environment.

Responsibilities

• Use proper phone etiquette to provide great customer service for incoming calls for various cases and projects.
• Communicate effectively, read FAQs verbatim, and address customers’ needs to provide accurate information, process inquiries, and solve problems.
• Escalate calls as needed.
• Document all calls appropriately and follow all procedures as dictated by policy.
• Conduct themselves in a professional manner at all times—adhere to structured internet rules and regulations on the call center floor.
• Work continuously toward professional development, including knowledge of cases and projects the client handles, using downtime productively.
• Maintain reliable and dependable adherence to attendance requirements, complying with scheduled lunches and breaks to ensure adequate phone coverage unless otherwise directed by the team Supervisor.
• Attend all scheduled training as required.
• Accomplish other general tasks as required or necessary.

Requirements

• High School Diploma or General Equivalency Diploma required; must be 18 years or older.
• 6 months - 1 year of Customer Service experience, Call Center experience, or desktop applications experience.
• Typing speed of 35-40 WPM.
• Schedule flexibility.
• Effective communication and literacy skills, with the ability to read scripted responses naturally, confidently, and accurately.
• Ability to deal with customers from diverse backgrounds.
• Excellent computer skills, including quick and accurate typing, multitasking with several applications, and reviewing documents with attention to detail.
• Quality customer service skills.
• Ability to handle escalated calls with empathy and professionalism.
• Strong decision-making and problem-solving skills.
• Excellent time management skills.

Benefits

• Award-winning benefits package, including medical/dental coverage.
• 401K retirement plan.
• Paid time off (PTO) and much more.

Location

1015 Belvidere St., El Paso, TX 79912

Full-time position with benefits.