Genesis10 · 2 hours ago
Senior Customer Service Representative
Columbus, OH
Full-time
Onsite
Senior Level
$21/hr - $23/hrGenesis10 is a leading staffing firm in the U.S. seeking a Senior Customer Service Representative for an on-site 6-month contract-to-hire position. The role involves assisting supervisors, managing incoming calls, supporting training processes, and providing day-to-day support for Customer Service Representatives.
Information ServicesInformation Technology
No H1B
Security Clearance Required
Responsibilities
Handling inbound calls for all clients, including calls from federal, commercial, and WCSC clients
Assisting supervisors in managing incoming calls by monitoring call reporting, delegating work, and motivating the team
Assisting with quality monitoring and supporting helpdesk emails
Assisting supervisors with managing the clients' standard operating procedures (SOPs)
Collaborating with supervisors, project management, and carriers to attain the proper authorization(s) needed to support clients
Supporting the training process
Being cross-trained and having the ability to support Shipping, Ordering, and Final Order Review
Working closely with supervisors to resolve high-level issues
Coordinating and working on projects assigned by management
Monitor intraday workloads and call volumes
Adding and removing CSRs from authorization lists
In the absence of management, the Sr. CSR is responsible for the following: Coordinating the efforts of the Help Desk department to maintain client-specific service level agreements (SLAs) while providing support to various projects and initiatives
Providing a point of escalation for customer and client issues or complaints
Maintaining a comprehensive daily schedule
Providing day to day support for CSRs
Performs other related duties as assigned
Qualification
Required
High school diploma or equivalent, customer service experience required
Service-oriented and able to resolve customer escalations and grievances
Proficient with Microsoft Office Suite or related software
Proficient in cell phone and computer skills with the ability to learn new software
Excellent written and verbal communication skills, including active listening
Excellent organizational skills and attention to detail
Excellent time management skills with a proven ability to meet deadlines
Ability to prioritize and multitask in a high-paced and, at times, stressful environment
Able to pass federal security clearance (may require additional discussion.)
Supporting the hiring and training processes
Providing coaching to CSRs
Assisting in the development of other CSRs
Providing day to day support for Customer Service Representatives
Benefits
Access to hundreds of clients, most who have been working with Genesis10 for 5-20 years.
The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
Behavioral Health Platform
Medical, Dental, Vision
Health Savings Account
Voluntary Hospital Indemnity (Critical Illness & Accident)
Voluntary Term Life Insurance
401K
Sick Pay (for applicable states/municipalities)
Company
Genesis10
Information Technology and Services
Founded in 1999
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Harley Lippman
CEO and Founder
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