Customer Service

Customer Service Representative III

The Customer Service Representative III serves as a key point of contact for customers, handling a high volume of inbound and outbound communications. This role is responsible for responding to inquiries, resolving issues, documenting customer interactions, and providing accurate information while delivering exceptional customer service. The ideal candidate will possess strong communication, problem-solving, and organizational skills, along with experience navigating multiple systems and applications.

Key Responsibilities:

• Handle inbound and outbound customer calls regarding products, services, promotions, and account-related inquiries.
• Respond to complex customer questions and resolve issues while ensuring a positive customer experience.
• Accurately document customer interactions, requests, and resolutions within company databases and systems.
• Follow established procedures and service guidelines while adapting to non-routine situations when necessary.
• Collaborate with sales and technical teams to communicate customer needs and support issue resolution.
• Maintain high levels of accuracy, professionalism, empathy, and responsiveness during customer interactions.
• Promote appropriate products or services based on customer needs when applicable.
• Navigate multiple computer applications and systems simultaneously to provide timely support.
• Ensure follow-up actions are completed and customer concerns are addressed effectively.

Required Qualifications:

• High school diploma or equivalent required.
• Minimum 3 to 5 years of customer service, call center, or customer support experience.
• Experience handling high-volume inbound and outbound telephone communications.
• Strong verbal and written communication skills.
• Excellent problem-solving, organizational, and customer relationship skills.
• Proficiency with MS Excel, MS Word, and customer database applications.
• Ability to accurately enter and maintain customer records.
• Experience working with multiple software applications and operating environments.
• Ability to follow detailed procedures and maintain a high level of accuracy.

Preferred Qualifications:

• Associate's or Bachelor's degree preferred.
• Experience supporting customers in healthcare, diagnostics, manufacturing, or technical environments.
• Experience handling escalated or complex customer inquiries.
• Previous experience working with CRM or customer management systems.
• Ability to identify customer needs and recommend appropriate solutions.

Benefits:

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable.

Pay Range: $32.00 – $36.00 per hour (depending on experience)