Job Description
We are looking for a Customer Service Representative to join a team in Illinois in a contract capacity with the potential for a permanent role. This position is ideal for someone who enjoys helping customers, communicating clearly, and resolving issues with professionalism and care. The role focuses on delivering responsive support across phone channels while keeping accurate records and contributing to a positive customer experience.
Responsibilities:
• Manage a high volume of incoming and outgoing customer calls related to products, services, orders, and account questions.
• Listen carefully to customer concerns, identify the root cause of issues, and provide practical resolutions in a timely manner.
• Record details of each interaction thoroughly and update customer information, follow-up steps, and outcomes in the appropriate system.
• Support order entry activities by entering, reviewing, and confirming customer requests with accuracy.
• Escalate complex service matters to the appropriate internal teams when additional assistance is needed.
• Identify appropriate opportunities to recommend additional products or services based on customer needs.
• Work toward established service goals by maintaining strong response times, resolution quality, and customer satisfaction results.• At least 3 years of experience in customer service, preferably in a call center or high-volume phone support environment.
• Hands-on experience handling both inbound and outbound calls with a detail-oriented and customer-focused approach.
• Strong communication and active listening skills with the ability to de-escalate concerns effectively.
• Background in order entry and maintaining accurate records during customer interactions.
• Comfortable navigating databases or customer systems to document activity and retrieve information.
• Ability to manage multiple priorities while maintaining attention to detail and service quality.
