Customer Service Representative

Job Overview

We’re looking for a Customer Service Representative who can serve as a reliable liaison between clients, internal departments and agent teams. This role requires strong communication skills, adaptability and a client-first mindset. You’ll handle inquiries across multiple channels, maintain accurate documentation, and help ensure that service delivery is seamless and aligned with client expectations. Your goal is to help clients feel that we operate as an extension of their own teams.

Responsibilities

• Respond promptly and professionally to inbound client, agent and internal team inquiries via phone, email or chat
• Document interactions, follow-up items and status updates in CRM systems
• Coordinate with recruiting, training and operations departments to resolve issues
• Proactively identify concerns and escalate as needed while offering effective solutions
• Monitor workflows and support service levels across flexible line-of-business (LOB) teams
• Uphold the standard of service that reflects a strong partnership with each client
• Contribute to continuous improvement initiatives, QA efforts and feedback loops

Job Qualifications and Skills Set

• At least 1 year of experience in a customer service role (voice, chat or email)
• Strong English communication skills, both verbal and written
• Ability to work collaboratively and cross-functionally
• Familiarity with CRM platforms or ticketing systems
• Highly organized with excellent attention to detail
• Problem-solving mindset and ability to think on your feet
• Adaptable to shifting priorities and multi-role team environments