Customer Service Representative II
Location: Minneapolis, MN 55422
Duration: 6 months
Schedule: Monday–Friday, normal business hours
Work Arrangement: Fully onsite
Compensation: $20.70–$23.00 per hour
Employment Type: W2 (not open to C2C, 1099, or visa sponsorship)
Role Overview
Our client is seeking a Customer Service Representative II to assist customers with questions about products, services, and billing while helping resolve complaints. This position involves listening to customer concerns, identifying the issue, explaining available solutions, and coordinating follow-up when additional investigation is needed. The representative will handle inbound and outbound customer communications, maintain detailed records, and work with internal departments to support timely resolution. Strong communication, attention to detail, and the ability to manage multiple customer requests are essential.
Responsibilities
- Answer customer questions about products, services, billing, and previously reported concerns.
- Listen carefully to customer issues and gather the information needed to determine appropriate next steps.
- Review service and billing complaints, explain available solutions, and process adjustments, refunds, or exchanges as appropriate.
- Communicate clearly with customers about the status of their inquiries, investigation results, and any planned adjustments.
- Conduct outbound follow-up to provide updates, request additional information, or address outstanding questions.
- Refer unresolved or complex complaints to the appropriate department for further investigation.
- Provide internal departments with clear documentation of customer concerns and actions already taken.
- Record customer interactions and transactions, including inquiry details, complaints, comments, and resolution steps.
- Keep customer information accurate and complete to support consistent service and effective follow-up.
- Organize daily work and manage time to address customer requests and outstanding follow-up tasks.
- Use computer applications, including Microsoft Word and PowerPoint, to support documentation and clerical responsibilities.
- Maintain a professional, courteous approach when working with customers and internal team members.
Qualifications
- 2–4 years of customer service experience.
- Experience responding to customer inquiries, identifying concerns, and helping resolve complaints.
- Strong verbal and written communication skills, including the ability to explain information clearly.
- Strong interpersonal skills and the ability to remain professional during challenging customer interactions.
- Attention to detail when reviewing information and documenting customer conversations.
- Ability to accurately record customer information, transactions, and actions taken.
- Ability to work independently, prioritize responsibilities, and manage time effectively.
- Experience using computer applications, including Microsoft Word and PowerPoint.
Preferred Qualifications
- High School Diploma / GED.