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Customer Service Representative

US Tech Solutions • Hadley, MA • 2w ago

Duration: 7 Months - Possibility for Extension/Conversion

Shift Schedules (ET):

8:00 AM - 4:30 PM (Mon-Fri)

9:30 AM - 6:00 PM (Mon-Fri)

Overview:

We're looking for a Customer Service Representative (CSR) to join a fast-paced Contact Center team providing inbound-only support. The ideal candidate will have strong customer service experience (call center, retail, or hospitality), excellent communication skills, and proficiency in MS Office and CRM tools. You'll be handling calls, emails, and LiveChat inquiries primarily related to teacher certification programs, complaints, and web issues.

Key Responsibilities:

Handle high-volume inbound inquiries via phone, email, and chat

Address customer issues using scripts, knowledgebase, and CRM systems

Identify customer needs and ensure accurate, timely resolution

Escalate technical issues to appropriate teams when needed

Maintain and update customer records in CRM

Follow all policies and procedures, especially regarding privacy and HIPAA guidelines

Deliver high-quality customer service and adapt to multiple support programs

Ensure security protocols are followed during all customer interactions

Required Skills & Qualifications:

1.5 to 3 years of customer service experience (call center, retail, insurance, etc.)

Proficient in MS Office, particularly Word and Excel

Basic understanding of CRM platforms and call center phone systems

Excellent verbal and written communication skills

Strong attention to detail and active listening skills

Ability to handle customer issues calmly and effectively

Experience with Live Chat is a plus

Spanish language skills are a bonus

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com (http://www.ustechsolutionsinc.com/) .US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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