Customer Service Representative

Overview

Full-Time Customer Service Representative at Mass Markets. Entry-level role with paid training, focused on inbound support, help desk assistance, technical troubleshooting, and back-office processing for commercial and public sector clients. The position is suitable for dependable, eager-to-learn candidates committed to delivering excellent customer experiences.

• Manage inbound and outbound customer contacts in a courteous, professional, and timely manner
• Listen actively to customer concerns, identify needs, and provide accurate solutions
• Research internal systems to locate information; collaborate with other teams as needed
• Accurately document and process claims, inquiries, and updates in company systems
• Follow scripts, policies, and procedures while maintaining professionalism and empathy
• Troubleshoot customer issues and strive for first-call resolution
• Escalate unresolved or complex issues to the appropriate staff or managers
• Protect customer confidentiality and handle sensitive data responsibly
• Attend training sessions, stay updated on program changes, and maintain product knowledge
• Meet attendance, reliability, and performance standards consistently

Required

• 18+ years old with a high school diploma or equivalent
• Strong English communication skills (oral and written)
• Typing speed of 20+ WPM with accuracy
• Experience with data entry, Windows PC applications, and Microsoft Office Suite
• Reliable wired high-speed internet (20 Mbps+ download)
• Highly reliable, punctual, and motivated with a strong work ethic
• Excellent organization, problem-solving, and conflict resolution skills
• Customer-first mindset: empathetic, patient, and responsive
• Ability to multi-task, self-manage, and stay focused in a fast-paced environment
• Team-oriented with strong interpersonal skills

Preferred (Not Required)

• 1+ year of experience in customer service, tech support, inside sales, back-office support, chat, or administrative roles
• Prior state or federal work experience
• Previous contact center experience

• Compensation based on experience; competitive benefits and incentives
• Paid Time Off, holidays, and opportunities for advancement
• Health benefits after 60 days (medical, dental, vision); MEC options after 30 days
• Retirement savings, disability and life insurance options where available
• Career growth and paid training
• Casual dress code and engaging work environment

This job description is a general overview and is not an all-inclusive list of duties, responsibilities, or qualifications. The employer reserves the right to revise this description at any time. This description does not constitute an employment contract.