Customer Service Representative

Customer Service Specialist, 40 hours per week (12 months renewable contract)

Location: Richmond, Virginia (100% On-site)

Summary: We are seeking a detail-oriented Customer Service Specialist for a one-year contract. This role is crucial for delivering exceptional front-line support, promptly resolving customer issues via phone and email, and ensuring strict adherence to all company compliance and quality standards.

Key Responsibilities:

• Front-line Resolution: Serve as the primary point of contact, managing high-volume inbound calls and emails to provide timely and professional service.
• Case Management & Data Integrity: Create, update, and maintain meticulous customer records and detailed documentation of all inquiries and resolutions within the CRM/ticketing system.
• Service Excellence: Resolve complaints, de-escalate stressful situations, and proactively provide clear guidance and product/service information.
• Compliance & Triage: Accurately triage complex requests to the correct internal teams (e.g., Billing, Technical Support) while strictly upholding company policies, procedures, and privacy standards.
• Performance & Improvement: Consistently meet or exceed service-level agreements (SLAs) for response/resolution times and customer satisfaction. Collaborate with cross-functional teams to identify and recommend process improvements.

Required Qualifications:

• Proven excellence in customer service and conflict de-escalation.
• Strong command of the English language with superior verbal and written communication skills.
• Exceptional attention to detail and ability to perform accurate data entry and meticulous record-keeping.
• Demonstrated ability to remain professional and effective under pressure and to successfully prioritize multiple tasks.
• Proficiency in standard office applications; experience with CRM or ticketing systems is strongly preferred.
• Prior experience in a customer service environment is required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.