Customer Service Representative

Job Title: Customer Service Representative

Location: Rochester, NY (Onsite)

Schedule: Monday-Friday 9AM-6PM

Job Description: We are seeking a dedicated and customer-focused Customer Service Representative to join our team in Rochester, NY. In this role, you will provide exceptional service to our customers by handling a high volume of inbound calls, inquiries, and requests. You will conduct research and investigations to resolve issues, ensuring customers receive accurate and efficient responses in a prompt, respectful, and courteous manner. Additional responsibilities include assisting with training, collaborating 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 success in this role. This position offers significant growth opportunities and is designed to be a long-term career path for motivated individuals.

Responsibilities:

• Respond to customer calls to address their needs, concerns, or issues with products or services.
• Provide efficient and accurate responses to customers, explaining possible solutions and ensuring they 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 foster 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.
• Strive to meet or exceed call center metrics while delivering excellent and consistent customer service.
• Assess customer needs and make sales recommendations for products or services that may better suit their 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: Proficiency in Microsoft Office (1 year).
• CRM Experience: Experience with Microsoft Dynamics for CRM or similar CRM software systems (1 year).
• Typing Skills: Excellent typing skills with the ability to accurately document conversations in real-time with minimal errors.
• Problem-Solving Skills: Ability to respond efficiently and accurately to customers, explaining possible solutions 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 19, 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.

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