Century Support Services

Role Description We are seeking a dedicated and proactive Customer Service Representative to join our team. As a Customer Service Representative, you will be the primary point of contact for our clients (inbound and outbound calls), ensuring exceptional service delivery and fostering positive relationships. This role requires a strong focus on client satisfaction, accountability, problem resolution, and dependability. Responsible for servicing clients. Answer all incoming Client and Creditor calls; maintain accurate client records while acting as a company-client liaison. - Client Interaction: Serve as a point of contact for clients and creditors answering inbound and making outbound calls to verify or update needed information. Provide timely, accurate, and professional responses to inquiries, concerns, and requests while noting client contact in the database. - Problem Resolution: Listen actively to client concerns, troubleshoot issues, and provide appropriate solutions or escalate to the relevant area when necessary. Strive for a first-call resolution to ensure client satisfaction and retention. - Relationship Building: Build and maintain strong, trusting relationships with clients through excellent communication and personalized interactions. Understand their needs, preferences, and expectations to deliver tailored solutions to their expectations and make them feel valued. Maintaining a courteous manner with clients at all times. - Product and Company Knowledge: Develop a comprehensive understanding of our service and policies to effectively address client questions and provide accurate information. Continuously learn and grow your knowledge base to stay informed about product updates and/or changes. Familiarity with the other departments and duties in how they align with CS cause and effect. - Documentation and Reporting: Maintain detailed and accurate records of client interactions, while ensuring good satisfaction levels. - Collaboration: Collaborate with the CS team and other internal teams as needed to ensure seamless client experiences. Share client feedback and insights to drive improvements. - Adherence to Policies: Adhere to company policies, procedures, and superior service standards at all times. Ensure compliance with regulatory requirements and data protection laws in handling client information. Ensuring dependability and having a sense of responsibility to teammates and clients. Qualifications - Customer-centric: A genuine passion for delivering exceptional customer service and creating positive experiences for clients. - Communication Skills: Excellent verbal and written communication skills with the ability to articulate information clearly and effectively. - Computer Proficiency: Use and ease of computer systems and proficient data entry skills, ability to multi-task during use of systems. - Problem-solving: Strong analytical and problem-solving skills with the ability to think critically and resolve issues promptly. - Organization: Coordination and planning of tasks and activities. - Detail Oriented: Either through listening skills, documentation, learning, or communication. - Empathy: Empathetic and patient demeanor with the ability to understand and empathize with client concerns and frustrations. - Dependability: Demonstrated reliability and accountability in meeting job responsibilities. Punctuality and consistency are essential. - Adaptability: Ability to adapt to changing priorities, workload, and procedures in a fast-paced environment. - Team Player: Collaborative mindset with a willingness to support teammates and contribute to team success. - Experience: Previous experience in customer service or a related field preferred. Familiarity with CRM software and ticketing systems is a plus. Benefits - Competitive compensation package. - Career development & growth opportunities through performance and career pathing. - 100% Premiums paid on Basic Life insurance, AD&D, Short-Term Disability, and Long-Term Disability. - Affordable Medical, Dental, and Vision coverage that begins on the first day of employment with generous contribution. - Optional Supplemental Insurance for Life Insurance, Critical Illness, and Accident. - Employee Recognition Programs – Standing Ovation, Voice of Support, and Time in Service Bonus. - 401K plan with 100% matching up to 4% and immediately vested. - No cost Employee Assistance Program and Travel Assistance. - Generous PTO package that starts on day 1 and increases after 1st year. - Commitment to employee communication through employee suggestions and engagement surveys. - Experienced leadership team with decades of industry experience. - Great team members who want you to succeed!