Customer Support Specialist
Confidential, Fort Thomas, KY, United States
Title: Customer Support Specialist
Schedule: Onsite, 5 days/week
Location: Cincinnati, OH
Pay: $19 - $20 hourly
Assignment length: Approximately 3-4 Months, with potential to extend or convert based on performance and business needs
Position Overview:
The Customer Service Representative is responsible for handling inbound customer inquiries and resolving issues by delivering a high-quality customer experience. This role requires strong problem-solving skills, a customer-focused mindset, and the ability to manage complex situations while maintaining professionalism and efficiency.
Key Responsibilities:
Manage customer escalations and complaints in accordance with company policies and professional standards
Handle inbound calls and complete outbound communications (callbacks, follow-ups) to maintain service levels and queue performance
Utilize strong problem-solving, negotiation, and conflict resolution skills to resolve issues within defined authority, escalating when necessary
Serve as the voice of the customer by identifying root causes of issues and recommending process improvements
Accurately document customer interactions and maintain up-to-date records in internal systems
Follow established procedures to track and resolve escalations, ensuring all stakeholders are informed
Collaborate with team members to share knowledge and reduce recurring issues
Use internal tools and resources to provide accurate information and identify gaps in processes or policies
Required Qualifications:
High school diploma or equivalent
Minimum of 2 years of customer service and/or contact center experience
Proven ability to de-escalate challenging situations with patience and empathy
Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
Benefits Disclosure:
Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.
Schedule: Onsite, 5 days/week
Location: Cincinnati, OH
Pay: $19 - $20 hourly
Assignment length: Approximately 3-4 Months, with potential to extend or convert based on performance and business needs
Position Overview:
The Customer Service Representative is responsible for handling inbound customer inquiries and resolving issues by delivering a high-quality customer experience. This role requires strong problem-solving skills, a customer-focused mindset, and the ability to manage complex situations while maintaining professionalism and efficiency.
Key Responsibilities:
Manage customer escalations and complaints in accordance with company policies and professional standards
Handle inbound calls and complete outbound communications (callbacks, follow-ups) to maintain service levels and queue performance
Utilize strong problem-solving, negotiation, and conflict resolution skills to resolve issues within defined authority, escalating when necessary
Serve as the voice of the customer by identifying root causes of issues and recommending process improvements
Accurately document customer interactions and maintain up-to-date records in internal systems
Follow established procedures to track and resolve escalations, ensuring all stakeholders are informed
Collaborate with team members to share knowledge and reduce recurring issues
Use internal tools and resources to provide accurate information and identify gaps in processes or policies
Required Qualifications:
High school diploma or equivalent
Minimum of 2 years of customer service and/or contact center experience
Proven ability to de-escalate challenging situations with patience and empathy
Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
Benefits Disclosure:
Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.