Customer Support Representative I

About the role

Location: Albany, OR. Onsite only. Temporary-to-permanent position based on attendance and performance. Pay rate: $17.84 per hour.

Position Overview: We are seeking a customer-focused Carrier Customer Service Representative to assist customers with questions, registrations, products, services, and contract-related issues. This role handles a variety of customer contacts, including some non-routine inquiries, and resolves issues using established procedures, screens, and scripts. The ideal candidate communicates clearly, listens actively, navigates computer systems confidently, and knows when to escalate more complex issues for additional guidance.

Responsibilities

• Assess customer needs and provide appropriate assistance.
• Respond to customer questions and resolve routine issues.
• Follow standard screens, scripts, and procedures.
• Explain company products and services.
• Suggest alternative products or services when appropriate.
• Complete customer registrations and related updates.
• Research contract issues for supporting departments, including Claims and Service Recruitment.
• Navigate and update computer systems accurately.
• Escalate complex or non-routine issues to higher-level support when needed.
• Gather information systematically before making decisions.
• Meet established deadlines, service requirements, and performance expectations.
• Support team members in achieving common goals.

Requirements

• High school diploma or GED.
• 0–2 years of general office, customer service, or related experience.
• Experience using computer equipment and navigating computer systems.
• Strong verbal and written communication skills.
• Active listening skills.
• Ability to work onsite in Albany, Oregon.
• Availability to work any assigned shift within the Monday–Friday, 6:00 a.m.–6:00 p.m. PT operating window.
• Ability to participate in camera-on interviews.

Skills

• Makes informed decisions by gathering and evaluating relevant information.
• Treats customers and coworkers with respect.
• Works effectively with individuals who have different personalities and work styles.
• Demonstrates curiosity and a willingness to learn.
• Asks questions and seeks additional information when needed.
• Consistently meets deadlines and job requirements.
• Collaborates effectively with others.

Benefits

Hiring bonus eligible: $500 paid in two installments ($250 after 90 days, $250 after 6 months) for actively employed onsite employees.

Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short‑term disability. Employees have access to a retirement savings plan, service bonus and holiday pay plans (up to eight paid holidays per benefit year), and a transit spending account. Paid sick leave is available under applicable state or local plans.

Pay

$17.84 per hour.

Schedule

Monday through Friday, shifts scheduled between 6:00 a.m. and 6:00 p.m. Pacific Time. Training schedule: Monday–Friday, 8:00 a.m.–5:00 p.m. PT (11:00 a.m.–8:00 p.m. ET). No weekend or closing shifts required.