New

Customer Support Specialist

TEKsystems
$18.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, New York, Rochester
Apr 02, 2025
Job Title: Customer Care Representative Location: Rochester, NY (onsite) Job Description: The Customer Care Representative provides outstanding service to our customers by responding to a high volume of inbound calls, inquiries, and requests. This role requires research and investigation to reach resolutions. The representative actively engages customers to ensure complete understanding of their issues and provides accurate and efficient responses in a prompt, respectful, and courteous manner. Additional responsibilities include assisting with training, working with the Client Service Manager on billing issues, taking on extra projects, reviewing daily work order reports, handling escalations, and supervising the team when needed. Reliability and accuracy are essential for this role. Responsibilities: * Answer or place calls to customers to learn about and address their needs, concerns, or other issues with products or services. * Respond efficiently and accurately to customers, explaining possible solutions and ensuring our customers feel supported and valued. * Engage in active listening with customers, confirming or clarifying information and diffusing escalated situations as needed. * Build instant rapport with customers and lasting relationships with other call center team members based on trust and reliability. * Utilize job-specific software, databases, scripts, and tools appropriately when addressing various topics presented by customers. * Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service. * Engage with customers to assess needs and make sales recommendations for products or services that may better suit identified customer needs. * Participate in training and other learning opportunities to expand knowledge of the company, products, sales, and services. * Perform any other duties needed to help drive our vision, fulfill our mission, and abide by our core values. Qualifications * Customer Service - 3+ years of customer service or inside sales experience * Computer Skills - 1 year Microsoft Office * CRM Experience - 1 year Microsoft Dynamic for CRM or similar CRM software systems * Excellent typing skills - must be able to accurately document conversation in real time with little to no errors * Problem Solving Skills - Responds efficiently and accurately to customers, explaining possible solutions, and ensuring customers feel supported while maintaining courtesy and composure Pay and Benefits The pay range for this position is $18.00 - $18.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Rochester,NY. Application Deadline This position is anticipated to close on Apr 14, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.