Hybrid Call Center Representative

About the role

Our client is seeking Client Services Coordinators to join their growing Customer Support team. This position is ideal for professionals who enjoy helping customers, solving problems, and delivering exceptional service in a fast-paced environment. The role involves supporting clients through phone and email interactions while collaborating with internal teams to ensure timely resolution of issues.

This is a Contract to Hire position based out of King of Prussia, PA.

Responsibilities

• Serve as a primary point of contact for clients by handling inbound calls and email inquiries in a call center environment.
• Support a portfolio of clients by addressing service requests, account questions, and administrative needs.
• Resolve client issues using company policies and procedures while escalating complex concerns when necessary.
• Create, track, and manage service tickets through resolution.
• Collaborate with cross-functional teams to investigate and resolve client concerns.
• Manage client expectations regarding service timelines and processes.
• Participate in client conference calls and provide account updates and status reports.
• Conduct timely follow-up to ensure client satisfaction and issue resolution.
• Document all client interactions and account updates within internal systems.
• Assist with complaint resolution, troubleshooting, and escalations involving compliance-related matters.
• Provide feedback and insights to improve processes, services, and the overall client experience.

Qualifications

Required

• Strong customer service experience.
• Administrative support experience.
• Excellent communication and interpersonal skills.
• Strong attention to detail and organizational skills.
• Ability to problem-solve and think critically.
• Ability to multitask and prioritize in a fast-paced environment.

Preferred

• Call center experience.
• Financial services, banking, or retirement industry experience.
• Client services or account management support experience.
• Data entry experience.
• Bilingual Spanish skills.

Ideal Candidate

• Passionate about delivering a positive customer experience.
• Comfortable handling a high volume of calls and emails.
• Detail-oriented with strong follow-through.
• Able to work independently and collaboratively.
• Interested in developing a career within the financial services industry.

Schedule

Monday-Friday, 9:00 AM - 6:00