What are the responsibilities and job description for the Customer Service Specialist position at CEI?
Customer Service Specialist
Work Location Address: Cumberland, RI 02864 (hybrid; up to 3 days onsite/week)
Job at a Glance
- Title: Customer Service Specialist
- Location: Cumberland, RI (hybrid; up to 3 days onsite/week; shifts may fall between 8:00 AM and 7:00 PM)
- Contract: W2 only, 12 month contract potential extension/conversion
- Pay: $20-$24/hour optional medical, dental, vision, 401(k) match
Overview
The Customer Service Specialist supports real-time and intraday management of contact center queues and agent performance to help meet service level goals. This role focuses on interval-level monitoring, adherence management, and proactive staffing recommendations in a hybrid environment.
Key Responsibilities
- Monitor call center queues and interval performance to support monthly service level targets
- Track agent adherence and identify absences not captured; escalate to appropriate scheduling partners
- Escalate long calls and absent agents to operational leadership as needed
- Collaborate with internal leaders and outsourced operations partners to improve coverage and effectiveness
- Recommend schedule adjustments based on observed intraday behaviors and trends
- Provide daily summaries of forecasted service levels and staffing needs
- Adjust intraday forecasts using business drivers, trends, and historical performance
Skills
- Contact center environment experience (minimum 1 year)
- Real-time and intraday workforce management practices (queue and interval monitoring)
- Agent adherence monitoring and exception escalation
- Experience with commercial WFM tools (e.g., Calabrio, Verint, NICE)
- Proficiency with Microsoft Office, including Excel
- Ability to interpret trends in volume, handle time, and staffing requirements
Education
- High school diploma required
- Associate or bachelor’s degree desired
Preferred Skills
- Additional experience partnering with vendor-managed or outsourced contact center operations
- Experience creating structured daily operational summaries and staffing recommendations
Why Should I Apply?
This role offers hands-on ownership of real-time performance and staffing decisions that directly impact customer experience and contact center outcomes.
About CEI:
As a trusted technology partner, CEI delivers solutions that help our customers transform their business and achieve meaningful results. From strategy and custom application development through application management - our technology and digital experience services are tailored to meet each unique need of our customers. Our staffing solutions bring specialized skills to complement our customers' workforce and project requirements.
Salary : $20 - $24