Fōcus – an Ōnin Group company Hiring for Customer Service Representative at Pittsburgh, PA Full Time

Our client is looking to hire a Customer Service Representative who will interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Job Responsibilities:

• Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
• Refer unresolved customer grievances to designated departments for further investigation.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken

Schedule:

• Days: M-F

• Hours per week: 40 hrs

• Hours: 8-5PM EST

• OT: Possible–varies by volume

Extension/Conversion:

• This position is contract with the right to hire if a need becomes available. Manager will only look at candidates that are open to converting to a full time employee.

Top Must-Have Skills / Candidate Requirements:

• Customer service experience
• Oral communication
• Sense of urgency
• Attention to detail
• Poise and professionalism
• De-escalation strategies
• Quick learner
• Take the initiative
• Critical thinking
• Problem solving
• Data Entry**

Degrees/Certifications

• High school diploma
• Bachelor’s degree- preferred

Years of Overall Experience Required:

• 1-2 years

What will separate an average candidate vs a great candidate on a resume?

• Payment processing experience
• Call center experience

Day to Day Responsibilities:

In Order of Most to Least Important:

• Answering calls; following back up with client
• Research into participant concerns and take next best step to resolve issue
• Entering data into pension system
• Tracking ongoing cases