Collabera · 4 hours ago
Customer Service Representative
Roanoke, VA
Contract
Hybrid
New Grad, Entry Level
$22/hr - $23/hrCollabera is seeking a Customer Service - (Escalation Support Specialist) to join their team in the banking sector. The role involves handling Level 2 escalation calls, resolving complex service issues, and providing support for customer inquiries related to credit card rewards and loyalty programs.
ConsultingInformation ServicesInformation Technology
Hiring Manager
Mradul Khampariya
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
Required
Good Customer Service Experience with handling calls
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
Paid sick and safe time
Hours of paid vacation time
Weeks of paid parental leave
Paid holidays annually - AS Applicable
Company
Collabera
Collabera is an end-to-end information technology services and solutions provider helping clients align their business and IT strategies.
Founded in 1991
10001+ employees
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
Represents job field similar to this job
Trends of Total Sponsorships
2025 (141)
2024 (93)
2023 (120)
2022 (186)
2021 (180)
2020 (146)
Funding
Current Stage
Late StageTotal Funding
$30M2006-05-04Series Unknown· $30M
Leadership Team
Lalit Sharma
CFO
Michael H. Abraham
Chief Financial Officer
Recent News
2024-04-09
2023-01-20
2022-04-19
Company data provided by crunchbase