Job Details

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

• 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.)

• High School Diploma or GED required
• Prior experience in customer service, contact center, or client support roles preferred