Customer Service Specialist
Staffing Solutions Enterprises
- Cleveland, OH
- Contract
- Full-time
Contract Duration: 9-12 months
Work Hours: Monday - Friday, primarily 8:00 AM - 5:00 PM EST (flexibility required)
Pay Rate: $25+/hour (commensurate with experience)
Work Environment: Onsite | Business Attire | Parking not providedPosition Summary
A critical liaison between federal agencies that will be providing high-level customer support for various products and systems. Responsible for navigating customers through technical and process-related issues while maintaining a high standard of communication and service. Ideal for a proactive, tech-savvy individual with strong critical thinking and written communication skills.Key Responsibilities
- Provide Tier 1 support across phone, email, text, and live chat for service inquiries.
- Resolve customer issues involving system functionality, access, and technical troubleshooting.
- Guide users through system features and updates, while promoting online resource usage.
- Escalate unresolved or complex issues and coordinate with technical/operations teams.
- Maintain detailed documentation and contribute to a growing knowledgebase.
- Capture and relay customer feedback to improve products and services.
- Collaborate cross-functionally and contribute to continuous process improvements.
- Coordinate data collection and reporting as required.
- Uphold strict confidentiality standards for customer data and adhere to organizational compliance policies.
- Participate in business line meetings and knowledge-sharing initiatives.
- Bachelor's Degree
- Minimum 3 years of professional work experience
- Prior call center or high-volume customer support experience required
- Strong written and verbal communication skills
- Advanced proficiency in Microsoft Office Suite
- Experience with telephony systems and customer support applications
- Quick learner, self-starter, and critical thinker with ability to work independently
- Excellent interpersonal skills with the ability to build strong relationships
- Analytical mindset with attention to detail
- High adaptability in fast-paced, changing environments
- Commitment to customer satisfaction and quality service delivery