Customer Service Representative

Customer Service Specialist

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.