Customer Service Representative

Customer Service Representative

The CSR serves as a primary point of contact for customers seeking information, guidance, and support. This role provides assistance through phone, email, and chat while navigating multiple systems and resources to deliver accurate and timely information. The ideal candidate is empathetic, detail-oriented, and thrives in a fast-paced customer service environment.

Key responsibilities include:

• Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
• Assess customer needs and provide appropriate information, resources, and support.
• Research and resolve inquiries using internal systems, databases, and online tools.
• Effectively communicate information in a clear, concise, and customer-friendly manner.
• Manage multiple priorities while maintaining service and quality standards.
• Identify recurring customer concerns and communicate feedback to internal teams.
• Support onboarding and training initiatives for new team members when needed.
• Maintain accurate records and documentation of customer interactions.
• Collaborate with colleagues to ensure a positive and seamless customer experience.
• Adhere to established policies, procedures, and performance expectations.

Qualifications:

• High school diploma or equivalent required.
• Minimum of 2 years of customer service, member services, contact center, or call center experience.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
• Ability to quickly learn new software systems and technology platforms.
• Excellent active listening, problem-solving, and interpersonal skills.
• Strong organizational and time management abilities.
• Ability to work independently and collaboratively within a team environment.
• Bilingual Spanish (written and verbal) is a plus.

Additional details:

• Fully remote opportunity.
• Recent college graduates with strong customer-facing experience are encouraged to apply.
• High-volume customer interaction environment.
• Opportunity to make a meaningful impact while supporting individuals seeking important resources and information.
• Collaborative and supportive team culture.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities upon request.