Customer Service Representative

Benefits

• 401(k)
• Employee discounts
• Health insurance
• Paid time off
• 401k
• Health insurance
• Dental insurance
• Life insurance
• Vision insurance
• Accrued Paid time off
• Accrued Sick time off
• Employee Discounts
• Paid Training
• Work from Home

Mintex, Inc. is currently hiring Customer Service Resolution Representatives!

This position is primarily responsible for delivering outstanding customer service by engaging with consumers to address inquiries, resolve issues, and support account-related needs. Customer Service Representatives must demonstrate professionalism, empathy, and strong communication skills while simultaneously navigating phone systems and computer software. The ideal candidate will be courteous and understanding, capable of handling a variety of customer situations with patience and care.

Success in this role involves adhering to performance metrics such as balance resolution, call quality, response time, average handle time, schedule adherence and customer satisfaction. Comprehensive training will be provided in a classroom setting for a period of 3 weeks, equipping the individual with the tools and knowledge to become a subject matter expert and grow within the project and organization.

This role will begin in an in‑office setting to support onboarding and training during the initial 90+ days, with the potential to transition to an optional remote schedule dependent on employee performance and compliance approval. Post‑remote setting, based on business need and employee performance, candidate may be subject to return to work in‑office or removed from the designated project. Details of the remote‑work arrangement will be discussed during the onboarding process.

• Secure and private workspace free from noise, distractions, and interruptions during working hours.
• Reliable high‑speed internet connection capable of supporting voice, video and data applications.
• Company‑provided approved equipment must be used exclusively for work purposes.
• Adherence to data privacy and confidentiality standards, including safeguarding sensitive consumer information in compliance with company policy and applicable laws.
• Physical security of work area, including restricted access to the workspace and proper handling of digital, written, or printed materials as applicable.
• Availability to remain seated and engaged during production hours per shift while handling calls and updating systems.
• Compliance with all remote work policies, including attendance, punctuality, and performance expectations.

• Understand and meet performance metrics:
  Demonstrate a strong understanding of call center Key Performance Indicators (KPIs), including but not limited to call volume, call quality, average handle time, response time, first call resolution, and customer satisfaction, and consistently meet or exceed daily, weekly, and monthly targets.
• Maintain production and focus:
  Work a full shift while remaining seated and engaged during production hours, maintaining consistent productivity and focus throughout the day.
• Demonstrate professionalism and reliability:
  Exhibit strong work ethics, punctuality, and time management skills to ensure consistent attendance and dependable performance.
• Handle customer interactions:
  Conduct inbound and outbound calls with professionalism, using clear and courteous communication to address customer inquiries, resolve issues, and provide accurate information.
• Build customer relationships:
  Establish and maintain a respectful and solution‑oriented rapport with customers, fostering trust and cooperation throughout interaction.
• Process payments and resolve accounts:
  Accurately take and process payments, negotiate resolutions, and ensure proper handling of financial transactions in accordance with company and privacy policies.
• Follow up and respond promptly:
  Conduct timely follow‑ups and respond to customer needs with urgency and empathy to ensure a positive customer experience.
• Document interactions accurately:
  Maintain detailed, accurate, and up‑to‑date records of customer interactions in the system of record while navigating multiple software platforms simultaneously.
• Complete…