Customer Service Representative (163776)

Job Title: Customer Service RepresentativeLocation: Riverside, RI (Onsite – 5 days per week)Pay Rate: $20–$22 per hourSchedule: Monday–Friday, 8:30 AM – 5:00 PMTraining: Approximately 2 weeksPosition OverviewThe Customer Service Representative plays a critical role in supporting a large-scale migration project, assisting customers, performing back-office tasks, and ensuring a smooth transition from one application to another. This role requires handling a high volume of customer interactions (75 calls per day) while maintaining accuracy, efficiency, and a positive customer experience. The position also involves technical troubleshooting, escalation support, and contributing to process improvements to ensure seamless operations throughout the migration initiative.Project OverviewSupport migration of a large group of users from one application to another.Perform back-office maintenance tasks related to the physical migration.Research, identify, and resolve process gaps to strengthen workflow efficiency.Key ResponsibilitiesClient Interaction & CommunicationRespond to inbound and outbound customer calls regarding migration timelines, steps, and updates.Maintain a high call volume (75 calls per day) while providing clear, professional, and accurate service.Communicate proactively with customers and internal teams.De-escalate challenging situations using advanced communication and problem-solving techniques.Back-Office & Technical SupportConduct data mining, number analysis, and other back-office work as required for the migration.Provide detailed support for digital tools and troubleshoot technical issues.Identify trends through root cause analysis and report opportunities for process improvement.Operational ExcellenceWork independently and with team members to resolve customer needs efficiently.Maintain ownership of customer issues through completion, escalating when appropriate.Complete all follow-up work accurately and consistently with minimal oversight.Serve as an escalation point and resource for peers across the contact center.Participate in ongoing training to deepen product and process knowledge.Customer Experience & Relationship BuildingDeliver memorable, high-quality service throughout every customer interaction.Identify cross-sell or product-fit opportunities that support and enhance customer needs.Act as the “voice of the customer” and share feedback appropriately to improve service and operations.Preferred SkillsExperience in banking, financial services, contact centers, or online customer service.Strong analytical background or data-heavy workflow experience.Ability to navigate multiple systems and monitors simultaneously.Strong MS Excel skills; experience with Access Optima is a plus.Experience training or onboarding clients is beneficial.Additional DetailsAddress: Riverside, RIEnvironment: 100% onsiteTraining: Approximately 2 weeksIf you are interested, please send an up-to-date resume to jschafer@alinestaffing.com

Salary : $20 - $22