Customer Service Representative I

ServiceSource is a champion for people with disabilities and a qualified nonprofit agency operating within the AbilityOne program. The organization hires persons with significant disabilities; for the majority of direct labor positions, documentation of a significant disability is obtained per the JWOD Act.

About the role

Responds to calls or written correspondence and serves as a direct point of contact for customers, assisting with information in response to various inquiries. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Responsibilities

• Responds to customer inquiries promptly and accurately.
• Documents all inquiries appropriately.
• Understands and applies confidentiality and security guidelines.
• Maintains minimum production expectations while meeting defined quality expectations.
• Maintains knowledge of online reference information.
• Prioritizes work throughout the day and adapts to changes in workload as needed.
• Performs other responsibilities as assigned.

Requirements

• High school diploma or General Educational Development (GED) required.
• Prior healthcare or contact center experience preferred.
• Must be able to clear background checks.
• Experience working with a PC, Windows, Teams, Outlook, Excel, SharePoint, and Microsoft Office required.
• Customer service experience preferred.

Skills

• Ability to maintain confidential information in compliance with HIPAA regulations.
• Excellent data entry skills.
• Program training as required.
• Demonstrated problem‑solving skills.
• Excellent verbal communication skills.
• Ability to effectively work within established key performance indicators (KPIs) as required by the contract.
• Demonstrated excellent interpersonal and customer service skills.
• Ability to work independently and as a member of a team.
• Keen attention to detail and ability to carry out work with the highest levels of accuracy.
• Ability to work in a fast‑paced environment.
• Ability to perform work remotely at the discretion and approval of management.

Physical demands

While performing the duties of this job, the employee is regularly required to sit; reach with hands and arms; and talk or hear. The employee is occasionally required to walk and stand. The employee may occasionally lift or move products and supplies, up to 25 pounds. Specific vision abilities required include close vision, distance vision, depth perception, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work environment

The employee performs a variety of routine work within established policies and procedures and receives detailed instructions on job tasks and projects. The noise level in the work environment is usually quiet.

Benefits

For benefit‑eligible employees, ServiceSource offers a comprehensive benefit program which features:

• Health coverage for you and your family through Medical, Dental, and Vision plans.
• Financial protection with 100% company‑paid Disability, Life, Accidental Death & Dismemberment insurance.
• A 403(b) retirement plan with company matching dollar for dollar on a generous percentage matching up to 3% of your contribution.
• Tax advantages through Flexible Spending and Health Savings accounts for specific healthcare and dependent care expenses with pre‑tax dollars.
• Employee Assistance Program, Wellness Program, and Tuition Assistance.
• A generous paid time‑off program in which benefits increase based on tenure.