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Collabera · 2 days ago

Customer Service Specialist

Roanoke, VA

Contract

Onsite

New Grad, Entry Level

$20/hr - $22/hr

Collabera is a company in the banking sector, and they are seeking a Customer Service Specialist. The role involves handling a high volume of customer calls, addressing complex service issues, and managing escalations effectively.

ConsultingInformation ServicesInformation Technology

H1B Sponsor Likely

Hiring Manager

Khushi Mehta

Responsibilities

This is a Level 2 escalation queue that handles:

Call Volume - 300-400 calls/month - Phones only (no email/chat)

Types of Calls: 50% transferred in from frontline agents

Help desk questions

System unlocks/help

Complex service issues

Live customer escalations (non-regulatory)

The other 50% calls:

Direct customer calls regarding credit card rewards

Redeeming points

Gift card purchases

Missing rewards

Loyalty program servicing

Must open a complaint in the WF system of record

Must classify regulatory vs non-regulatory flags correctly

Qualification

Complaint handlingCustomer serviceDe-escalationIssue resolutionMulti-system navigationVerbal communicationPhone handlingFixed schedule adherence

Required

Complaint handling background

Strong customer service, de-escalation, and issue resolution skills

Ability to navigate multiple systems

Strong verbal communication

Comfortable with phones & volume

Able to work the assigned fixed schedule post-training

Benefits

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Life insurance

Long-term disability insurance

Short-term disability insurance

Paid parking/public transportation

Paid time off

Paid sick and safe time

Hours of paid vacation time

Weeks of paid parental leave

Paid holidays annually - as applicable.

Company

Collabera

Glassdoor3.9

Collabera is an end-to-end information technology services and solutions provider helping clients align their business and IT strategies.

Founded in 1991

Morristown, New Jersey, USA

10001+ employees

http://www.collabera.com

H1B Sponsorship

Collabera has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2025 (141)

2024 (93)

2023 (120)

2022 (186)

2021 (180)

2020 (146)