Customer Service Representative I

Essential Functions:

• Respond promptly to customer inquiries via phone, email, and chat, providing accurate information and professional support.
• Assist customers with account maintenance, updates, service requests, and general product or service questions.
• Document customer interactions, requests, and resolutions accurately within CRM systems.
• Escalate complex customer concerns, technical issues, or service-related challenges to the appropriate team or supervisor.
• Maintain current knowledge of company products, services, procedures, and customer support resources.
• Support the resolution of customer issues while adhering to established service standards and internal procedures.
• Ensure customer information is maintained accurately and confidentially in compliance with company policies and regulatory requirements.
• Collaborate with internal departments, including Operations, Technical Support, Sales, and Billing, to support customer needs and ensure timely issue resolution.
• Participate in departmental meetings, training sessions, and process improvement initiatives.
• Perform other related duties as assigned.

Key Skills and Experience:

• High school diploma or GED required.
• Fluencyin Spanish to include read, write and speak required.
• 1-2 years of customer service experience preferred; experience in healthcare, technology, education, finance, government, call center, or other customer-facing environments is a plus.
• Strong verbal and written communication skills with a customer-focused approach.
• Basic proficiency with CRM systems (Salesforce preferred) and Microsoft Office applications.
• Strong attention to detail and ability to maintain accurate customer records.
• Ability to manage multiple tasks and navigate multiple systems in a fast-paced environment.
• Effective problem-solving skills with the ability to identify and escalate issues appropriately.
• Demonstrated professionalism, confidentiality, adaptability, and teamwork.

Benefits:

o Personal and Sick Paid Time Off.

o 401k with a highly competitive match.

o 11 Paid Holidays

o Medical/Dental and Vision.

o Group Life Insurance, HSA/FSA

o Employee Assistance Program

o Educational Assistance Program

Internal Mapping: This role aligns to the internal job profile of Representative I, Customer Service within the Client Care job family.

Training/Working Hours:

o Training: Mon - Fri 8:00 am - 5:00 pm CST

o Work Schedule would be within the following hours of operation: Monday - Friday 7:00 am – 7:00 pm CST

Physical Requirements:
• While performing the duties of this job, the employee is regularly required to speak, hear, have close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Walk (occasionally), sit- up to 8hrs. a day, stand (occasionally), use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms, able to lift up to 15lbs.(occasionally).

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Compensation for this role is determined by factors such as skills, experience, education, training, and internal equity. Pay may also vary based on geographic location in accordance with our compensation practices.

Job Pay Range

$17.00- $20.00

EEO/M/F/Vet/Disability