Customer Service Representative (Call Center)

The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate’s/applicant’s qualifications, skills, and level of experience as well as the geographical location of the position.

Applicants must be legally authorized to work in the United States. Sponsorship not available.

Our client is seeking a Customer Service Representative (Call Center) in Warwick, RI/Hybrid

Role description

Your New Customer Service Job

Provide exceptional levels of customer support by phone. Solve issues, and deliver an extraordinary experience using empathy, attention to detail, and clear communication to determine the best outcome to meet a customers needs.

• Answer inbound calls and support customers with active listening and empathy

• Determine best solutions to meet customer needs

• Resolve customer questions related to product aspects, policy provisions, claim status, and procedures

• Process transactions and route requests; track responses to completion

• Navigate multiple electronic systems/screens to provide complete responses

• Analyze and resolve complex customer issues such as requests regarding various product aspects, policy provisions, claim status, basic procedures, etc.

• Ensure each customer experience is exceptional by leveraging effective listening skills, attention to detail, strong intellectual curiosity, and an honest desire to make a difference.

• Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion.

• Support special product and/or service campaigns as needed, or as requested by the customer.

• Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer’s inquiry.

• Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and high-quality service skills.

• Work location / hybrid details

• Training/nesting: onsite Warwick, RI

• After training: primarily remote; required onsite monthly/as needed for meetings

• Must be able to come onsite with hours’ notice if a system issue occurs

Skills & Requirements

• Must attend onsite training + nesting in Warwick, RI

• Training schedule: 8:30am–5:00pm ET, Mon–Fri

• No planned time off permitted during training/nesting

• Must have 50 Mbps+ internet and connect via ethernet/LAN cable (not wireless)

• Prior customer service: call center experience preferred

• Strong computer literacy skills; analytical & troubleshooting mindset

Benefits/Other Compensation

This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there’s a position you really want, you’re fully prepared to get it.

Nervous about an upcoming interview? Unsure how to write a new resume?

Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.

Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays’ guiding principles is ‘do the right thing’.

We also believe that actions speak louder than words.

In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.

Drug testing may be required; please contact a recruiter for more information.

#LI-DNI