Customer Service Representative
TEKsystems, Scottsdale, AZ, United States
Customer Service Representative (Contract‑to‑Hire)
Location & Model
Scottsdale, AZ (Hybrid — 4 days in office / 1 day remote over the next 6‑12 months)
Schedule
Monday–Friday, 8:00 AM – 5:00 PM
Work Model
Training: In‑office. Ongoing presence: 4 days in office / 1 day remote.
Pay
$23–$25 per hour.
Placement Type
Contract‑to‑Hire (6 months).
About the Role
We are seeking a Customer Service Representative to support customers through phone, email, and chat in a fast‑paced, metrics‑driven contact center environment. The role involves problem‑solving, empathetic support, and using cutting‑edge technology products.
What You’ll Do
Build and maintain strong subject‑matter expertise in internal systems, processes, and solutions.
Resolve customer issues via phone (60%), email, and chat (40%).
Identify root causes and provide clear, accurate solutions.
Document all customer interactions thoroughly using CRM case‑management tools.
Meet individual and team performance metrics, including call handling, case resolution, quality, and CSAT.
Provide feedback and suggestions for process and performance improvements.
Maintain professionalism, empathy, and accuracy in every customer interaction.
Call Volume Expectations
Average call length: ~5 minutes.
Approx. 40 calls per day.
Products You’ll Support
Cameras
Drones
Conducted energy devices (CEDs)
Training & Ramp‑Up
1 month of remote trainer‑led sessions, e‑learning, quizzes, and tests.
1+ month of nesting period with call shadowing, coaching, and real‑time feedback.
Required Qualifications
High school diploma or equivalent (college degree preferred).
1–2 years of customer service or support experience.
Experience supporting customers via phone, email, and chat.
Strong verbal and written communication skills, active listening, and conflict resolution.
Comfortable working in a performance‑measured environment.
Proficient in Microsoft Office.
Familiarity with CRM and call‑center software.
Ability to complete tasks quickly, accurately, and independently.
Preferred Qualifications
Bachelor’s degree.
2+ years of multi‑channel customer support in a fast‑paced environment.
Experience with CRM platforms such as Salesforce, MS Dynamics, or contact‑center tools (e.g., InContact).
Nice‑to‑Have Skills
Salesforce or CRM experience.
MS Dynamics.
Multi‑tasking in a contact‑center setting.
Multi‑channel support experience.
Work Environment & Performance Metrics
Service levels and response times.
Call quality and audits.
Case documentation accuracy.
Productivity (calls handled, cases resolved).
Customer satisfaction and quality assurance scores.
Candidates must be comfortable speaking with law enforcement professionals and legal teams, maintaining professionalism at all times.
Benefits
Medical, dental & vision; critical illness, accident, and hospital; 401(k) retirement plan; life insurance; short‑term and long‑term disability; HSA; transportation benefits; employee assistance program; PTO and vacation.
Equal‑Opportunity Employer Statement
TEKsystems is an equal‑opportunity employer. All qualified applicants will receive consideration irrespective of race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any protected characteristic.
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Location & Model
Scottsdale, AZ (Hybrid — 4 days in office / 1 day remote over the next 6‑12 months)
Schedule
Monday–Friday, 8:00 AM – 5:00 PM
Work Model
Training: In‑office. Ongoing presence: 4 days in office / 1 day remote.
Pay
$23–$25 per hour.
Placement Type
Contract‑to‑Hire (6 months).
About the Role
We are seeking a Customer Service Representative to support customers through phone, email, and chat in a fast‑paced, metrics‑driven contact center environment. The role involves problem‑solving, empathetic support, and using cutting‑edge technology products.
What You’ll Do
Build and maintain strong subject‑matter expertise in internal systems, processes, and solutions.
Resolve customer issues via phone (60%), email, and chat (40%).
Identify root causes and provide clear, accurate solutions.
Document all customer interactions thoroughly using CRM case‑management tools.
Meet individual and team performance metrics, including call handling, case resolution, quality, and CSAT.
Provide feedback and suggestions for process and performance improvements.
Maintain professionalism, empathy, and accuracy in every customer interaction.
Call Volume Expectations
Average call length: ~5 minutes.
Approx. 40 calls per day.
Products You’ll Support
Cameras
Drones
Conducted energy devices (CEDs)
Training & Ramp‑Up
1 month of remote trainer‑led sessions, e‑learning, quizzes, and tests.
1+ month of nesting period with call shadowing, coaching, and real‑time feedback.
Required Qualifications
High school diploma or equivalent (college degree preferred).
1–2 years of customer service or support experience.
Experience supporting customers via phone, email, and chat.
Strong verbal and written communication skills, active listening, and conflict resolution.
Comfortable working in a performance‑measured environment.
Proficient in Microsoft Office.
Familiarity with CRM and call‑center software.
Ability to complete tasks quickly, accurately, and independently.
Preferred Qualifications
Bachelor’s degree.
2+ years of multi‑channel customer support in a fast‑paced environment.
Experience with CRM platforms such as Salesforce, MS Dynamics, or contact‑center tools (e.g., InContact).
Nice‑to‑Have Skills
Salesforce or CRM experience.
MS Dynamics.
Multi‑tasking in a contact‑center setting.
Multi‑channel support experience.
Work Environment & Performance Metrics
Service levels and response times.
Call quality and audits.
Case documentation accuracy.
Productivity (calls handled, cases resolved).
Customer satisfaction and quality assurance scores.
Candidates must be comfortable speaking with law enforcement professionals and legal teams, maintaining professionalism at all times.
Benefits
Medical, dental & vision; critical illness, accident, and hospital; 401(k) retirement plan; life insurance; short‑term and long‑term disability; HSA; transportation benefits; employee assistance program; PTO and vacation.
Equal‑Opportunity Employer Statement
TEKsystems is an equal‑opportunity employer. All qualified applicants will receive consideration irrespective of race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any protected characteristic.
#J-18808-Ljbffr