Customer Service Representative

Customer Service Representative 

Location: Frisco, TX
Employment Type: Contract
Work Arrangement: Hybrid | 3 Days Onsite per Week
Pay Rate: $18.00–$20.00 per hour

Position Overview

Wheeler Staffing Partners is seeking a professional and customer-focused Customer Service Representative for a contract opportunity in Frisco, TX. This hybrid position will serve as a primary point of contact for employees who need assistance accessing, navigating, and troubleshooting the CellTrak application.

The Customer Service Representative will provide front-line phone and technical support, answer application-related questions, troubleshoot basic issues, document interactions, and escalate more complex technical concerns when necessary. This position requires someone who can provide clear, step-by-step guidance to users with varying levels of technical experience while delivering a positive and professional customer experience.

The ideal candidate has at least 2 years of customer service experience, preferably within healthcare, a call center, help desk, or technical support environment. Strong phone communication, active listening, troubleshooting, and customer service skills are essential.

Key Responsibilities

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  Answer incoming calls and provide professional, timely, and customer-focused support to employees.
  
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  Assist employees with downloading, accessing, logging into, navigating, and troubleshooting the CellTrak application.
  
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  Walk users through application functions and troubleshooting steps using clear, easy-to-understand instructions.
  
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  Identify user issues, ask appropriate troubleshooting questions, and determine potential solutions.
  
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  Provide support to users with varying levels of technical knowledge and comfort with mobile applications.
  
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  Respond to employee questions through phone, email, and other designated communication channels.
  
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  Document customer interactions, reported issues, troubleshooting steps, resolutions, and required follow-up activities accurately.
  
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  Escalate unresolved or complex technical issues to appropriate internal teams and provide necessary documentation.
  
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  Collaborate with internal departments to facilitate timely resolution of employee concerns.
  
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  Develop and maintain a thorough understanding of the CellTrak platform, internal procedures, and applicable support processes.
  
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  Follow established procedures for call handling, issue resolution, escalation, and documentation.
  
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  Maintain confidentiality and appropriately handle sensitive employee and healthcare-related information.
  
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  Manage a high volume of calls and support requests while maintaining accuracy and professionalism.
  
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  Meet established customer service levels, productivity expectations, quality standards, and response-time requirements.
  
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  Provide a positive customer experience by demonstrating patience, empathy, professionalism, and active listening.
  
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  Perform additional customer service and support responsibilities as assigned.
  

Required Qualifications

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  Minimum of 2 years of customer service experience.
  
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  High school diploma or equivalent required.
  
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  Excellent phone etiquette and professional verbal communication skills.
  
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  Strong customer service, interpersonal, and active listening skills.
  
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  Ability to explain technical concepts and troubleshooting instructions in a clear, simple, and easy-to-understand manner.
  
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  Strong problem-solving and basic technical troubleshooting skills.
  
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  Ability to remain patient and professional when assisting users with limited technical experience.
  
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  Ability to manage a high volume of calls and multiple priorities while maintaining accuracy and attention to detail.
  
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  Strong documentation and data-entry skills.
  
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  Proficiency with Microsoft Office and standard computer applications.
  
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  Comfortable learning and supporting mobile applications and technology platforms.
  
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  Ability to maintain confidentiality when handling sensitive employee information.
  
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  Strong organizational and time-management skills.
  
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  Dependable, adaptable, self-motivated, and team-oriented.
  
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  Ability to work a hybrid schedule with three days onsite per week in Frisco, TX.
  

Preferred Qualifications

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  Previous healthcare industry experience.
  
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  Experience supporting healthcare employees, patients, caregivers, clinicians, or field staff.
  
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  Previous call center, help desk, technical support, or application support experience.
  
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  Experience supporting mobile applications or providing basic technical troubleshooting.
  
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  Experience with CellTrak or similar healthcare workforce management applications.
  
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  Experience using healthcare applications, scheduling systems, workforce management platforms, or mobile technology.
  
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  Experience documenting customer interactions and technical issues within a ticketing, CRM, or case management system.
  

Key Competencies

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  Customer Service
  
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  Technical Support
  
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  Application Support
  
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  Phone Support
  
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  Troubleshooting
  
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  Active Listening
  
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  Verbal Communication
  
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  Call Documentation
  
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  Problem Solving
  
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  Healthcare Customer Service
  
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  Mobile Application Support
  
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  Microsoft Office
  
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  Attention to Detail
  
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  Time Management
  
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  Confidentiality
  

Why Work with Wheeler Staffing Partners?

At Wheeler Staffing Partners, we connect talented professionals with opportunities where their skills and experience can make an immediate impact. Our recruiting team provides personalized support, transparent communication, and guidance throughout the hiring and onboarding process. We partner with respected organizations across multiple industries to help qualified candidates find opportunities that align with their experience and career goals.

If you have strong customer service skills, enjoy helping others solve technical issues, and are ready for your next opportunity, apply today with Wheeler Staffing Partners.