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About the Role

The Customer Service Representative (CSR) is a pivotal role within the Contact Center who receives, investigates, and resolves customer inquiries originating from phone, fax, email, chat, and other communication channels. The CSR will respond to customers using their preferred method of communication in a courteous and timely manner. This role offers an excellent opportunity to showcase efficient utilization of various software applications, including internal and external websites, telephone systems, CRM applications, and other resources. All transactions must be conducted accurately, courteously, and in a timely manner.

Responsibilities

Answer inbound telephone calls, chats, and emails in a courteous, timely, and professional manner following established guidelines and policies.
Make outbound calls as necessary based on business needs.
Document customer interactions using a provided Customer Relationship Management (CRM) system.
Maintain a high degree of quality with each customer interaction as measured by internal quality monitoring forms and customer satisfaction surveys.
Follow the established escalation process for customer inquiries requiring more investigation and/or a higher level of support.
Use frequently asked questions (FAQs) and help look up and provide information to inquiries.
Utilize departmental knowledge bases and training material to answer customer inquiries.
Maintain up-to-date knowledge of policies and procedures as applicable.
Adhere to published schedule according to attendance guidelines.
May be required to work some weekends and holidays.
Perform other duties as assigned.

Requirements

High school diploma or GED required.
Must be able to read and speak English clearly, professionally, and fluently.
Must have the ability to organize simultaneous tasks for individual assignments and understand the process or workflow of each inquiry resolution.
Proven ability to work as a team member.

Skills

Excellent listening and human relations skills
Strong typing and writing abilities
Ability to respond appropriately to changing situations

Location

In person

Work Type

Full-time
Temporary
Day shift

Experience Level

One-year customer service or contact center experience preferred

Education Level

High school diploma or GED required
Bachelor’s or Associate’s degree preferred
High school or equivalent (Preferred)

Salary/Compensations

From $17.00-17.50 per hour

About the Company

We provide a work environment that is positive, challenging, and that supports employees’ commitment to their communities.
As an organization, we are dedicated to continual improvement and growth.
We empower all employees to apply their unique background and expertise to serve our clients.
Enlightened, Inc. is firmly committed to treating all employees, customers, and partners with fairness, dignity, and equality.
This includes providing an equal opportunity work environment.

Equal Opportunity

We do not discriminate nor tolerate discrimination in any form to include discrimination or harassment based on age, sex, sexual orientation, ethnicity, culture, religion, disability, or financial status.