Customer Relations Specialist

Under the direction of the Program Manager, the Customer Relations Specialist is responsible for delivering exceptional customer service and maintaining positive customer relationships in a fast-paced call center or corporate support environment. This role serves as a frontline representative, resolving customer inquiries, concerns, and escalations while ensuring compliance with company policies and service standards.

DUTIES AND RESPONSIBILITIES

Handle inbound and outbound customer communications via phone, email, and chat

Resolve customer issues, complaints, and inquiries with professionalism, empathy, and efficiency

Accurately document customer interactions, resolutions, and follow-ups in the CRM system

Escalate complex or unresolved issues to leadership or appropriate internal departments

Partner with internal teams (Billing, Sales, Operations, and Management) to ensure timely resolution

Meet or exceed established performance metrics, including call quality, resolution time, and customer satisfaction scores

Identify recurring customer concerns and provide feedback to leadership for process improvement

Maintain knowledge of company products, services, policies, and procedures

Adhere to attendance, schedule adherence, and compliance requirements

Qualifications:

Valid drivers license preferred, with a good driving record / motor vehicle report

High school diploma or equivalent required; Associates or Bachelors degree preferred

Minimum of 2 years of customer service or customer relations experience, preferably in a call center or corporate environment

Strong verbal and written communication skills

Ability to handle high call volume and difficult customer situations calmly and professionally

Proficiency with CRM systems and Microsoft Office

Strong attention to detail and organizational skills

Ability to multitask and prioritize in a fast-paced environment

Able to learn and work with new technology (e.g. handheld data devices)

Must be able to pass criminal background check and drug screening

MINIMUM REQUIREMENTS

Customer-focused mindset

Conflict resolution and problem-solving

Time management and adaptability

Professional judgment and discretion

Team collaboration

Ability to communicate effectively with team members, supervisors, and customers