CUSTOMER SERVICE REPRESENTATIVE
Position: Customer Service Representative
Reporting to: Department Manager / Branch Manager
FLSA: Non-Exempt
Shift: Day Shift
SUMMARY
The Customer Service Representative is responsible for providing professional and responsive support to applicants, employees, clients, and internal team members. This position serves as a primary point of contact for incoming inquiries and assists with application intake, applicant processing, employment verification requirements, background checks, and general administrative support.
The Customer Service Representative is expected to provide a high level of customer service, maintain accurate records, communicate effectively, and complete assigned tasks in a timely and professional manner.
PRIMARY RESPONSIBILITIES
- Answer incoming telephone calls and provide professional, courteous, and accurate assistance.
- Greet and assist applicants, employees, clients, and visitors in person and over the phone.
- Conduct application intake and assist applicants throughout the application and onboarding process.
- Accurately and efficiently enter applicant and employee information into company systems on a daily basis.
- Review applications for completeness and follow up regarding missing or incomplete information.
- Assist with employment eligibility verification, including processing E-Verify cases in accordance with company procedures and applicable requirements.
- Initiate and process background checks as required for employment or client assignments.
- Maintain and update applicant and employee records within applicable company systems.
- Place applicants or employees on internal Hot Lists or other designated status lists when appropriate and authorized.
- Communicate application status, onboarding requirements, and other employment-related information to applicants and employees.
- Maintain confidentiality of applicant, employee, client, and company information.
- Provide timely follow-up regarding pending applications, documentation, background checks, or other outstanding requirements.
- Assist with resolving routine applicant and employee questions or concerns and escalate matters to management when appropriate.
- Maintain organized and accurate documentation of communications, transactions, and completed tasks.
- Collaborate with recruiters, branch personnel, Human Resources, Payroll, and other departments as necessary.
- Follow established company policies, procedures, and customer service standards.
- Perform additional administrative duties and other job-related tasks as assigned.
REQUIREMENTS
- Must be bilingual in English and Spanish.
- Must be able to type approximately 40–45 words per minute.
- Proficiency in Microsoft Word and Excel.
- Comfortable learning and working with computer-based applications, applicant tracking systems, and other company software.
- Excellent telephone etiquette and professional communication skills.
- Strong customer service skills and the ability to interact professionally with applicants, employees, clients, and coworkers.
- Excellent verbal and written communication skills.
- Strong organizational and documentation skills.
- Ability to accurately enter, review, and maintain information.
- Strong problem-solving and conflict-resolution skills.
- Ability to analyze information and determine when a matter requires escalation.
- Ability to manage multiple responsibilities and prioritize tasks in a fast-paced environment.
- Ability to work independently while also functioning effectively as part of a team.
- Strong attention to detail and commitment to accuracy.
- Ability to maintain confidentiality and appropriately handle sensitive information.
DUCATION AND EXPERIENCE
- High school diploma or equivalent required.
- Some college coursework preferred.
- Minimum of one (1) year of customer service, administrative, staffing, recruiting, or related experience preferred.
- Previous experience working in a staffing, Human Resources, recruiting, or high-volume customer service environment is a plus.
PERFORMANCE EXPECTATIONS
- Provides professional and responsive customer service.
- Maintains accurate and complete applicant and employee records.
- Completes assigned application intake and processing responsibilities within established timelines.
- Demonstrates accuracy when entering information and processing employment-related documentation.
- Maintains appropriate confidentiality and professionalism.
- Responds promptly to applicants, employees, clients, and internal team members.
- Effectively prioritizes assignments and completes tasks with minimal supervision.
- Maintains positive and professional working relationships with coworkers, applicants, employees, and customers.
SALARY / COMPENSATION
Compensation is commensurate with experience and qualifications and will be provided in accordance with applicable wage and hour requirements.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands and work environment described below represent those that must be met by an employee to successfully perform the essential functions of this position.
While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands and fingers, operate a computer and other office equipment, communicate in person and by telephone, hear, and reach with hands and arms.
The position requires frequent use of a computer, keyboard, telephone, and other standard office equipment. The employee may occasionally be required to bend, stoop, reach, or lift and/or move materials weighing up to 25 pounds.
Specific vision abilities required by this position include close vision and the ability to adjust focus.
The primary work environment is an office setting and may involve frequent interaction with applicants, employees, clients, and other members of the public.
