Note: The job is a remote job and is open to candidates in USA. Nesco Resource is recruiting for a confidential client seeking a Customer Support Representative. The role handles customer inquiries across multiple channels, resolves issues, educates customers about products and services, and maintains service standards and accurate records.
Responsibilities
- Respond to customer inquiries via phone, email, internet, and in-person interactions
- Handle routine to complex customer inquiries while providing timely and accurate resolutions
- Research customer concerns, complaints, and issues to determine the most appropriate resolution
- Resolve customer situations that require creative problem-solving beyond standard procedures
- Educate customers and prospective customers on available products, services, and solutions
- Maintain current knowledge of company policies, procedures, products, and services
- Identify customer trends and communicate findings to leadership and business partners
- Escalate issues that may have broader organizational impact
- Maintain departmental customer service metrics and service level standards
- Accurately complete required documentation, forms, correspondence, and customer records
- Support quality assurance testing of company software when applicable
- Process claims based on business needs and workflow demands (where applicable)
- Support Sales Representatives with customer order inquiries, depending on the line of business
- Serve as the first point of contact for Sales Representatives on designated inquiries
- Attend benefit fairs, open enrollment events, and client meetings as needed, including occasional overnight travel (depending on business unit)
Skills
- 1–2 years of customer service experience handling moderate to complex customer inquiries
- Proficiency with Microsoft Office Suite
- Demonstrated ability to work with multiple software applications simultaneously
- Strong internet knowledge and understanding of common browser settings
- Excellent verbal and written communication skills
- Strong interpersonal and relationship-building abilities
- Ability to prioritize multiple tasks in a fast-paced environment
- Excellent problem-solving, negotiation, and decision-making skills
- Ability to actively listen while processing transactions and assisting customers simultaneously
- Strong documentation and recordkeeping skills
- Ability to ask effective questions to identify customer needs
- Sound judgment and discretion when applying customer service policies and procedures
- Ability to work independently and collaboratively within a team environment
- Experience in one or more of the following industries preferred: + Call Center + Insurance + Manufacturing + Software + Telecommunications + Retail + Eyewear
Benefits
- Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services through a MEC (Minimum Essential Coverage) plan.
- Company-provided equipment: Windows 10 operating system, Client® CoreTM i5-7500 processor (4 cores), 16 GB DDR4 memory, 256 GB solid state drive, and wired headset.
- Fully remote work
Company Overview