Customer Support

Job Title:
Customer Support Representative

Location: 1663 East Henrietta Road Rochester NY 14623 United States

Shift: Monday-Friday 9am-5pm

Duration: 10+ Months (Contract)

Rate: $22/hr on w2

Under general supervision, this role is responsible for delivering accurate, timely, and efficient customer support. The Customer Support Representative responds to inquiries from customers, members, providers, and internal/external business partners across various communication channels including phone, email, and in-person. The goal is to ensure high-quality service delivery while supporting business objectives and customer satisfaction.

• Respond to a wide range of customer inquiries—from routine to complex—related to products, plans, services, and policies.
• Engage with customers via telephone, email/internet, or in person to assist with:
  • Prescriptions, eligibility verification, and order/shipping status
  • Payments, billing inquiries, and collection processes
  • Online purchasing and e-commerce inquiries
  • Stock availability and product/service information
• Conduct detailed research to resolve customer issues and complaints; determine accurate and efficient resolutions.
• Complete required documentation, forms, letters, and case notes with precision and accuracy.
• Maintain up-to-date knowledge of systems, policy changes, services, and solutions to ensure accurate information is shared.
• Support Quality Assurance (QA) testing for software applications as required.
• Provide product education and influence purchase decisions by clearly communicating value and benefits.
• Identify patterns and trends in customer feedback; elevate potential widespread impacts to leadership.
• Maintain established Service Level Agreement (SLA) and performance standards for the designated line of business.
• Support Sales Representatives with inquiries related to customer orders (as applicable).
• Participate in benefit fairs, open enrollment, and client meetings as needed, including occasional overnight travel.
• Process claims and support other business functions depending on workflow demands.

• 1–2 years of customer service experience handling moderate to complex inquiries, preferably in call center, insurance, manufacturing, software, telecommunications, retail, or eyewear industries.
• Availability to work flexible schedules including weekends, holidays, and overnight shifts.
• Strong internet proficiency and familiarity with basic browser settings.
• Ability to work with multiple software systems simultaneously; proficiency in Microsoft Office Suite.
• Excellent verbal and written communication skills; ability to professionally document customer interactions.
• Strong interpersonal and rapport‑building skills with emphasis on customer care.
• Ability to multi‑task in a fast‑paced environment while maintaining accuracy and efficiency.
• Skilled in problem‑solving, negotiation, and decision‑making.
• Ability to use discretion and judgment while following customer handling guidelines.
• Credit check required if the position includes performing third‑party payment administration duties.

If this is a role that interests you and you’d like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!

About Manpower Group, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson Wells

Manpower Group® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast‑changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills.

Our expert family of brands – Manpower, Experis, Talent Solutions, and Jefferson Wells – creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2022 Manpower Group was named one of the World’s Most Ethical Companies for the 13th year - all confirming our position as the brand of choice for in-demand talent.