What are the responsibilities and job description for the Customer Service Representative position at Hays?
Title - Customer Service Representative
Location - Warwick, Rhode Island, United States -Hybrid
Job Description
Required Skills and Experience
- Minimum 2 years of experience in Customer Service. Prior Call Centre experience is highly preferred.
- Must live within one hour commute of the Warwick, RI office location.
- Experience navigating multiple screens while delivering a strong customer experience.
What You Need to Succeed (Required Qualifications)
Logistics
- Must live within a commutable distance to the office for business needs (monthly events, training, meetings).
- Training will be conducted in-office for a designated duration. No time off is permitted during the training and nesting period. Must adhere to strict start/end times.
- After training, the role is primarily virtual with required monthly in-office days based on business needs.
- Required to work an assigned shift between 8:00 AM – 6:00 PM ET, Monday through Friday; flexibility is required for overtime and shift changes based on business needs and bidding processes.
- Ability to remain in a stationary position for approximately 75% of the time.
Skillsets & Proficiencies
- Strong computer and keyboard skills, along with analytical and problem-solving abilities.
- Ability to quickly grasp information and resolve customer challenges through strategic thinking.
- Capable of clearly communicating complex concepts both verbally and in writing.
Customer-Centric Approach
- Passion for delivering exceptional customer service in a fast-paced environment.
- Ability to professionally demonstrate empathy and build rapport with customers.
What Can Give You an Edge (Additional Skills)
- 2 years of customer service experience; prior call centre experience highly preferred.
- High School Diploma, GED, some college coursework, trade certification, or professional certification.
- Proven ability to quickly learn, retain knowledge, and understand product offerings and operational functions.
- Strong problem-solving and troubleshooting skills.
- Excellent listening skills with professional verbal and written communication abilities.
- Ability to build trust and accountability through an empathetic and customer-focused communication style.
Key Responsibilities
- Communicate with customers via telephone using strong communication, active listening, and empathy skills.
- Identify and deliver solutions aligned with customer needs.
- Analyze and resolve complex customer inquiries related to products, policies, claims, and procedures.
- Ensure exceptional customer experiences by demonstrating attention to detail and a genuine desire to help.
- Process transactions efficiently and refer requests to appropriate departments, tracking progress to completion.
- Support special product or service campaigns as needed.
- Navigate multiple systems effectively to provide accurate and complete responses.
- Maintain professionalism and high-quality service standards in all customer interactions.
Regards,
Akansha Pandey
Recruiting Partner
Americas Recruiting – Technology
HAYS Working for your tomorrow
Email- Akansha.Pandey11@Hays.com
Direct Number – (813)-280-4169