Customer Support Specialist; Customer Service Representative - CSR

Shift Schedule

Mon to Fri - 8:30 AM - 5 PM EST

04/27/2026

As a Customer Service Rep, you will support inbound customer inquiries and resolve customer issues by delivering world‑class customer service. In Company Support, we continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make a positive impact, a commitment to their work, the ability to elevate the performance of their team members, and a display of enjoyment for solving complex customer issues.

• Ensuring that all customer escalations and complaints are managed to excellent professional standards and within Company terms and policies
• Receiving inbound contact calls and completing outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained, and all service levels are met.
• Demonstrating sound negotiation, problem‑solving and conflict resolution skills by working to resolve issues within your own authority and parameters whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to elevate to a higher authority
• Advocating as the voice of the customer to Company. Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes
• Sharing information and knowledge with other team members to recognize and reduce the number of repeated issues
• Capturing all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained
• Following escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues
• Utilizing appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail

• High school diploma or equivalent
• Minimum 2 years of customer service and/or contact center experience
• Experience in de‑escalating situations with dissatisfied customers, with an ability to be patient and empathic
• Proficiency in MS Outlook, Word, PowerPoint and Excel skills

Cprime is an equal‑opportunity employer that is committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws.