ASCENDING
Customer Service Sepcialist (Entry Level)
ASCENDING, Richmond, Virginia, United States, 23214
Customer Service Representative – 1 year Contract – Virginia (100% on-site)
Provide front-line support to customers by phone and email, resolve inquiries and complaints, maintain accurate service records, and ensure customers receive the correct information or are referred to the appropriate department, all while following company policies and procedures.
Responsibilities In this role you will respond to inbound phone calls and email requests daily with timely, professional service while creating, updating, and maintaining accurate records in the CRM/ticketing system. Resolve customer complaints and issues and escalate when appropriate; provide resources, product and service information, and clear guidance to customers. Triage requests to ensure clients are referred to the correct department, strictly adhering to company policies, procedures, and compliance/privacy standards during all interactions.
Meet or exceed service‑level targets for response and resolution times and customer satisfaction, document resolutions, and contribute to internal knowledge base articles. Collaborate with cross‑functional teams such as operations, billing, and technical support to resolve issues, and identify recurring problems to recommend process improvements.
Qualifications
Excellent customer service skills
Ability to provide the appropriate service and information or refer clients to another department
Clear verbal and written communication skills with a strong command of the English language
Strong attention to detail and accurate data entry
Ability to work well in a team environmentMultitasking skills and strong organizational abilities
Ability to remain calm and professional under high‑stress situations and de‑escalate conflict
Computer literacy, including email, web-based tools, and basic office applications; familiarity with CRM/ticketing systems is a plus
Experience working in a customer service environment is required
#J-18808-Ljbffr
Responsibilities In this role you will respond to inbound phone calls and email requests daily with timely, professional service while creating, updating, and maintaining accurate records in the CRM/ticketing system. Resolve customer complaints and issues and escalate when appropriate; provide resources, product and service information, and clear guidance to customers. Triage requests to ensure clients are referred to the correct department, strictly adhering to company policies, procedures, and compliance/privacy standards during all interactions.
Meet or exceed service‑level targets for response and resolution times and customer satisfaction, document resolutions, and contribute to internal knowledge base articles. Collaborate with cross‑functional teams such as operations, billing, and technical support to resolve issues, and identify recurring problems to recommend process improvements.
Qualifications
Excellent customer service skills
Ability to provide the appropriate service and information or refer clients to another department
Clear verbal and written communication skills with a strong command of the English language
Strong attention to detail and accurate data entry
Ability to work well in a team environmentMultitasking skills and strong organizational abilities
Ability to remain calm and professional under high‑stress situations and de‑escalate conflict
Computer literacy, including email, web-based tools, and basic office applications; familiarity with CRM/ticketing systems is a plus
Experience working in a customer service environment is required
#J-18808-Ljbffr