Client Service Representative (contract)

Search Solution Group is seeking a Seasonal Client Experience Representative to support a high-volume customer service program. This individual will serve as a key customer-facing point of contact, providing professional and responsive support through inbound phone calls and emails.

The ideal candidate is customer-focused, detail-oriented, comfortable working in a fast-paced environment, and able to communicate complex information clearly and professionally.

Key Responsibilities

• Provide high-quality customer service through inbound phone and email support.
• Develop a strong understanding of the client’s business, products, and customer support program.
• Manage periods of high call and email volume while maintaining accuracy, professionalism, and attention to detail.
• Respond to customer questions and clearly communicate account, program, and loan-related information.
• Research customer inquiries when an immediate resolution is not available and provide clear expectations regarding follow-up.
• Coordinate warm transfers to appropriate departments when additional assistance is required.
• Conduct outbound follow-up with customers after additional research or internal collaboration.
• Accurately document inbound and outbound customer interactions for tracking and reporting purposes.
• Escalate complex or sensitive customer issues to appropriate management or internal stakeholders.
• Identify opportunities to improve efficiency, processes, and the overall customer experience.
• Collaborate with team members and leadership to follow established procedures and customer service best practices.

Qualifications

• Previous customer service experience handling high-volume phone and email communication.
• Strong verbal and written communication skills.
• Ability to clearly explain detailed or complex information to customers.
• Strong attention to detail and sense of urgency when responding to customer needs.
• Professional, service-oriented approach to customer interactions.
• Comfortable learning and navigating web-based systems and technology platforms.
• Ability to work effectively in a fast-paced and changing environment.
• Strong organizational and follow-up skills.
• Fluency in English.
• Ability to work a flexible schedule with advance notice.

Schedule Requirements

• Business hours are Monday through Friday, 8:00 AM to 7:00 PM EST.
• Candidates must have flexibility to work within these hours based on business needs.
• Weekend availability may be required during designated peak periods.
• Specific required peak-season dates and scheduling expectations will be communicated during the interview process.

Position Type

Seasonal / Temporary

Search Solution Group is partnering with our client to identify customer-focused professionals who can provide a seamless, positive experience during a high-volume seasonal period.