Las Cruces Customer Service Representative

Position CUSTOMER SERVICE REPRESENTATIVE (FULL-TIME)

Location:

Las Cruces, NM

This position supports customer service, technical support, and customer sales interactions. You will handle inbound inquiries, troubleshoot basic technical issues, assist callers with products and process‑related inquiries, and represent the company professionally.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Listen to customers, understand their needs, and resolve customer issues.
• Research systems to find missing information and coordinate with other departments to resolve issues.
• Follow the processes of the Client program and perform all tasks in a courteous and professional manner.
• Utilize systems and technology to complete account management tasks.
• Accurately document and process customer claims in appropriate systems.
• Follow all required scripts, policies, and procedures.
• Utilize knowledge base and training to accurately answer customer questions.
• Comply with requirements surrounding confidential and personal information.
• Appropriately and as needed, appropriately or escalated issues with managerial team.
• Ensure first call resolution through problem solving and effective call handling.
• Attend meetings, training and review all new training material to stay up‑to‑date on changes to program knowledge, systems, and processes.
• Adhere to all attendance and work schedule requirements.

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Experience with data‑entry utilizing a computer.
• The ability to read and speak English fluently.
• Have a wired, high‑speed internet connection (Download speed of 20
  
  Mbps+).
• Excellent organizational, written, and oral communication skills.
• The ability to type swiftly and accurately (20+ words per minute).
• Ability to work regularly scheduled shifts within the hours of operation including the training period.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• The ability to evaluate, troubleshoot, and follow‑up on customer issues.
• An aptitude for conflict resolution, problem solving, and negotiation.
• Must be customer service oriented (empathetic, responsive, patient, & conscientious).
• Ability to multi‑task, stay focused, and self‑manage.
• Strong team orientation and customer focus.
• Ability to thrive in a fast‑paced environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and the ability to build relationships with your team and customers.

• One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment.
• State or Federal work experience.

• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a Level II background and/or security investigation with a fingerprint; offers are contingent on results.
• Must be willing to submit to drug screening; offers are contingent on results.

• Paid Time Off:
  Earn PTO and paid holidays.
• Incentives & Rewards:
  Daily, weekly, and monthly contests with cash bonuses, prizes, and sometimes cars.
• Health Benefits:
  
  Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after 30 days.
• Retirement Savings:
  Retirement savings programs, where available.
• Disability Insurance:
  Short‑term disability coverage.
• Life Insurance:
  Life insurance options.
• Supplemental Insurance:
  Accident and critical illness coverage.
• Career Growth:
  Internal promotions and significant advancement opportunities.
• Paid Training:
  Earn while you learn new skills.
• Work Environment:
  Team‑oriented culture, casual dress code.

This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using…