Customer Service Representative


Customer Service Representative

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Customer Support Associate I                                                                                                                                                                                                                                    

Job Description Summary                                                                                                                                                                  

A Content Acquisition role provides the most relevant and highest quality content to our customers. This role improves communication through increased transparency with Customer Service, Sales and employers leading to fewer escalations and partnerships that are more effective. This also provides an appeals process for companies/users to seek help from our client.


Job Description                                                                                                                                  

  • Conduct quality assurance including prospecting, pitch, business rule adherence, visibility guidelines and administrative work
  • Verify, process and enrich new accounts
  • Execute operational workflows to ensure successful client experience
  • Identify and escalate any operational bottlenecks by suggesting process and performance improvements
  • Able to deliver clear and concise proposals for research and metrics
  • Must be organized, positive, proactive, and analytical
  • Demonstrate success in handling multiple, sometimes conflicting priorities


Essential Functions/Core Responsibilities                                                                                         

  • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)                                                                                                                                    
  • Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer    
  • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer                                           
  • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
  • Maintain basic knowledge of client products and/or services
  • Prepare complete and accurate work including appropriately notating accounts as required
  • Participate in activities designed to improve customer satisfaction and business performance
  • Offer additional products and/or services
  • Track, document and retrieve information in call tracking database
  • Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff     

Candidate Profile                                                                                                                                                                                                                                                                               

  • High school diploma with three to six months of relevant experience preferred               
  • Courteous with strong customer service orientation                                                
  • Strong computer navigation skills and PC Knowledge                                                          
  • Ability to effectively communicate, both written and verbally                                            
  • Dependable with strong attention to detail                                                                          
  • Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly  
  • Tolerance for repetitive work in a fast-paced, high production work environment                        
  • Ability to work as a team member, as well as independently                                              
  • Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner                                                                                  
  • Ability to rotate shifts, as needed                                                                                          
  • Based on location and/or program, additional experience/skills may be required             

*Job requirements may vary by country and will not contravene any local laws                            


The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.     

Concentrix is an EEO/AA/M/F/Vet/Disability Employer


Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.