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Customer Service Rep-Full Time

Kelly Services Pittston Full-Time
$13.94/ hour
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The Customer Service Reps will be responsible for: - Manage inbound and outbound calls that are routine in nature, answer inquiries by clarifying desired information; researching, locating, and providing relevant information - Follow procedures and scripts, using fundamental knowledge to navigate information systems and/or CRM system(s) - Navigate to the appropriate pre-scripted responses to provide general and claims specific information and understand when to escalate issues - Accurately update database systems, such as but not limited to Word, Excel, CRM - May assist in the processes required for medical case file creation; including but not limited to data entry and records management, orphan and return mail, replying to emails - Assist other team members in maintaining and collecting sensitive case documents - Aid team members with case file maintenance, including filing, retention, and labeling - Track and escalate case issues, as needed - Review and research escalated case issues and respond in a timely manner - Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests - Effectively transfer misdirected customer requests to an appropriate party - Participate in activities designed to improve customer satisfaction and business performance. - Perform other duties as assigned by management - Meet Quality Assurance, production requirements, and other key performance metrics - Listen attentively to customer needs and concerns; demonstrate empathy - Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity
- Proficiency in Microsoft Office (Word and Excel), minimum 1 year customer service / secretarial / telemarketing experience - Ability to obtain appropriate clearance required - Must be able to speak and read English clearly, professionally and fluently - Accurate data entry skills and the ability to type at least 35 keystrokes/minute, must be able to navigate and efficiently use customer relationship management (CRM) systems - Utilize standard technology such as a telephone, e-mail, and web browser - Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment - Must possess a professional and friendly attitude and be able to quickly develop rapport with customers over the phone, when needed; excellent organizational, interpersonal, written, and verbal communication skills - Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections; ability to perform comfortably in a fast-paced, deadline-oriented work environment - Ability to successfully execute many complex tasks simultaneously - Ability to work collectively and independently, as needed. Must be able to pass required screenings, skills assessments, and provide education and work verification.

Skills required

Customer Service
Operate Cash Register
Identify Customer Need
Resolve Customer Issue
Retention Management
Help Customer


Salary Details

Based on Job Title, Location and Skills
Below Avg. Average Above Avg.

Career Path

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Customer Service Rep-Full Time
$13.94/ hour
Estimated Salary: $64K
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Job ID: US5146KF_27525365


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It all began when William R. Kelly—founder of the temporary staffing industry—established Kelly Services® in 1946. The company's traditional expertise started with office services, call center, light industrial, and electronic assembly staffing. Through the years, we expanded our expertise and established a proven record of successfully matching job seekers to opportunities in disciplines such as science, engineering, law, education, healthcare, IT, and finance. As a Fortune 500® company, Kelly® has evolved into a global workforce solutions leader, making employment connections for nearly half a million people around the world every year. Since our founding, we have embodied the true spirit of social responsibility. Our character and values resonate through our culture. Inherently—through our core business focus—we seek to improve the quality of life for our employees, their families, and their communities, as well as society at large. We embrace the role we play and the value we contribute to society—whether ensuring equal opportunity to employment, promoting safer workplace conditions, advocating for healthcare reform, or adhering to sustainable business practices. Together with our employees and our customers, we will continue to work toward ensuring that our legacy will remain strong for generations to come. For more than 60 years, people have trusted Kelly Services to help them reach their career goals. We are your proven link to employment opportunities that will pave the way for a successful future. Whoever and wherever you are—and with the right skills and attitude—Kelly can help you find a job, expand your career, and build your future.

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