Active_Client​/Customer Services Representative

/Customer Services Representative 4

Job Title: Active Client / Customer Services Representative IV
Location: New Providence, NJ
Duration: 4 Months
Pay Rate: $36-$38 on W2 per hour

Role Summary

• Serve as a senior‑level client and customer services professional responsible for managing complex inquiries, resolving escalated issues, and ensuring high‑quality service delivery. Act as a key escalation point while supporting process improvement, client satisfaction, and operational efficiency.

Key Responsibilities

• Serve as the primary point of contact for inbound and outbound client and customer inquiries.
• Analyze customer issues, determine root causes, and deliver effective resolutions or follow‑up actions.
• Approve resolutions for service and billing concerns, including refunds, exchanges, and billing adjustments.
• Act as an escalation point for high‑priority or complex customer issues.
• Refer unresolved grievances to appropriate departments and track progress to resolution.
• Review, monitor, and audit customer interaction records to ensure accurate documentation and compliance.
• Identify trends from customer feedback and complaints to support process improvement initiatives.
• Support sales efforts by identifying opportunities for new or additional services.
• Provide leadership support, mentoring, and constructive performance feedback to team members.

Core Skills

• Verbal and written communication.
• Customer service and interpersonal skills.
• De‑escalation and problem‑solving.
• Time management and independent work.
• High attention to detail and accurate documentation.
• Proficiency in Microsoft Word and PowerPoint.

Education

High School Diploma or GED required.