Job Title: Customer Services Representative Location: Wayne, PA Duration: 6 Months Pay Range: $38.00 - $43.00 per hour (W2)
Summary The Customer Services Representative is responsible for interacting with customers to provide information regarding products and services, while effectively handling and resolving inquiries and complaints. This role involves identifying customer issues, recommending appropriate solutions, and ensuring timely follow-up as needed. The position may include inbound, outbound, or a combination of customer interactions.
Job Responsibilities
Review and approve resolutions for customer service and billing complaints, including authorizing refunds, merchandise exchanges, and billing adjustments
Act as an escalation point for complex customer issues and ensure timely resolution
Review and route unresolved customer complaints to appropriate departments for further investigation
Monitor, audit, and maintain accurate records of customer interactions, including inquiries, complaints, and resolution actions
Analyze customer issues to determine validity and identify root causes
Report on call center activities and service performance to management
Support the promotion or sale of additional products and services when appropriate
Ensure accurate and complete documentation of all customer interactions and transactions
Skills Required
Strong verbal and written communication skills
Excellent attention to detail and accuracy in documentation
Strong customer service and interpersonal skills
Ability to work independently and manage time effectively
Strong problem-solving and analytical abilities
Leadership, mentoring, and coaching skills to support team performance
Proficiency in Microsoft Office applications (Word, PowerPoint, etc.)
Education / Experience
High School Diploma or GED required
Prior experience in customer service, contact center, or client support roles preferred