About Us:
People Search is an award-winning web development division in our PeopleConnect portfolio that services over one million customers nationwide. Our cutting-edge technology connects, informs and protects people — both online and off. Our websites are consistently ranked in the top 500 top traffic sites in the US. Our products have been featured on the Discovery Channel, Mashable, Vice, Entrepreneur, Business Insider — and even made a cameo in a Disney animated comedy! A pioneer of new ideas, we’re constantly looking to develop and deploy innovative strategies and solutions.
Our people and culture are second to none: we’re innovative, creative, collaborative, and talented. Together — we work magic!Employees enjoy a hybrid work schedule that allows them to work from home 3 days a week (Mon/Tue/Fri) and work in the office two days a week (Wed/Thu). When in the office, employees are able to enjoy complimentary lunches, snacks, beverages, offsite team events, and more!We offer very competitive salary + generous bonus package, 100% company paid health insurance (Medical, Dental, Vision) for all employees, UNLIMITED vacation, Paid Sick Leave, Paid Holidays, Paid Bereavement, Student Loan Repayment Program, 529 Education Savings Plan, Paid Parental Leave, subsidized Medical Care, Training/Education Reimbursement, Paid Parking and 401k Plan with Company Match, Pet Insurance, Employee Referral Rewards…and more! Check us out here!Scope of the Role: The Customer Service Representative III (CSR III) role will optimize the customer experience by providing engaging and resolution-minded conversations with our customer inquiries, with a strong focus on loyalty and retention.
The ideal candidate is a customer service guru with demonstrated experience serving customers and a solid understanding of what it takes to achieve successful customer interactions. They are self-motivated and passionate about helping others. Essential Duties and Responsibilities:
- Providing extraordinary customer care by answering inquiries (incoming calls, emails, chats); determining requirements; understanding and resolving customers' needs, and fulfilling requests with a focus on retention.
- Help solve a wide variety of issues our customers may face through critical thinking and collaboration.
- Participate in team meetings by adding value to conversations and proactively providing recommendations for improvement.
- Analyze suspicious activity on accounts/customer account claims to identify potential fraudulent activity and or refunds due.
- Develops expertise in product usage and uses appropriate strategies to provide solutions to meet customer needs.
- Responsible for receiving and properly handling customer/financial institution calls related to fraud and/or suspicious activity, including high-value complex cases.
- Completes email communication through general support inbox inquiries such as issuing refunds, closing accounts, and “Opt-Outs” within established service levels and standards, as needed.
- Assists with daily workflow using internal CRM
- Normal inbound/outbound call handling, various email communication with our customers, and other day-to-day customer service responsibilities.
- Coordinating investigative efforts, thoroughly reviewing all relevant claims, and negotiating settlement of claims up to the designated authority level or seeking approval for additional compensation.
- Analyze customer account claims, determine benefits due, and make adjustments to complex program claims via verbal or written communication.
- Other duties as assigned
Requirements
- High school diploma or equivalent (Some College Preferred)
- 1-3 years in customer service, hospitality, or other related work environments.
- Strong work ethic and willingness to do what is needed to get the job done with a “no task too small mentality.”
- Strong computer skills required
- Strong verbal and written communication skills required.
- Proficient in Google Workspaces is preferred but not required.
- Ability to work in a team environment and a strong individual performer who shares best practices with other members.
- Uses sound judgment when making decisions based upon relevant information through balancing customer satisfaction and program integrity.
- Maintains customer records by accurately updating account information in our CRM.
- Follows company call flow/retention standards to provide quality interactions and attain key performance metrics as measured by internal scoring tools.
- Consistent excellent attendance and punctuality are required for successful performance and excellent customer service.
Salary RangeMin $37,500.00/2080 = $18.02 hourlyMid $45,200.00/2080 = $21.73 hourlyMax $54,200.00/2080 = $26.06 hourlyThe pay range reflects the salary amount the Company reasonably expects to pay for the position. It is not a guarantee of actual compensation or a specific payment amount to any candidate. The actual compensation will depend on numerous factors including, without limitation, a particular candidate’s experience and qualifications.The Company's Applicant and Worker Privacy Notice can be found here.PeopleConnect is an equal opportunity employer.Local area candidates are encouraged to apply, and please note we are not able to offer visa sponsorship, visa transfer, or corp-corp arrangements.Note for Principal Agencies - Principal agents should not forward resumes to PeopleConnect, as we will not be responsible for any fees arising from the use of resumes submitted from agencies without a prior written and signed agreement and authorized job order for this position in place.
