Customer Service Representative

Customer Service Representative

Position Overview

Our Northside Indianapolis client is seeking a Customer Service Representative to serve as a key point of contact for incoming customer inquiries related to account services, policies, and general support. This role is responsible for delivering a high-quality customer experience while efficiently resolving requests, documenting activity, and supporting internal operations.

This is a fast-paced, high-volume environment where attention to detail, communication skills, and the ability to think on your feet are critical.

Key Responsibilities

• Handle incoming calls from customers, clients, and partners, ensuring a professional and positive experience
• Verify caller information and maintain confidentiality of sensitive data
• Assess customer needs and determine appropriate actions to resolve inquiries
• Provide accurate information regarding accounts, services, and processes
• Distribute forms, documentation, or follow-up materials as needed
• Complete administrative tasks such as processing requests, updating records, and handling follow-ups
• Document all customer interactions clearly and accurately within internal systems
• Meet performance expectations including call quality, response time, and productivity metrics
• Escalate complex issues when appropriate to ensure proper resolution
• Collaborate with internal teams to support customer needs and overall operations
• Assist with special projects and additional tasks during lower call volume periods

Qualifications

• Associate’s degree or equivalent experience preferred
• 1+ year of customer service experience, preferably in a high-volume or call center environment
• Strong communication and interpersonal skills, with the ability to handle challenging conversations
• Highly organized with strong attention to detail and ability to multitask
• Problem-solving mindset with the ability to think quickly and adapt
• Basic math aptitude and comfort working with numerical information
• Proficient with Microsoft Office and general computer systems (CRM experience a plus)
• Team-oriented with a willingness to support broader business needs