Customer Service Representative - Now Hiring

Escalated Customer Service Representative

Location: Warren, MI (Onsite)

Schedule: Monday-Friday, 8:00 AM - 5:00 PM or 9:00 AM - 6:00 PM

Employment Type: Full-Time

About the Opportunity

Are you a skilled problem solver who thrives in challenging situations and enjoys helping customers find solutions? We are seeking an Escalated Customer Service Representative to join a specialized customer care team responsible for managing complex, high-priority customer concerns.

This is not a traditional call center role. Instead of following strict scripts, you'll be empowered to think critically, investigate issues, and develop customer-focused solutions. You'll work with escalated cases, helping resolve complex concerns while delivering an exceptional customer experience.

This role offers excellent growth potential for individuals looking to build their careers in customer relations, case management, and leadership-focused customer support.

Why You'll Love This Opportunity

• Opportunity to work on complex, high-level customer cases
• Strong career growth and advancement potential
• Less scripted and more solution-oriented than traditional customer service roles
• Ability to make a meaningful impact on customer satisfaction and retention
• Collaborative team environment that encourages independent thinking and problem-solving
• Professional development opportunities within a growing organization

Key Responsibilities

• Manage escalated customer concerns that require advanced problem-solving and resolution skills
• Evaluate customer cases, determine urgency levels, and prioritize accordingly
• Communicate with customers through phone, email, and text messaging to provide updates and resolutions
• Investigate concerns thoroughly while coordinating with internal departments as needed
• Utilize strong de-escalation techniques to resolve customer issues and rebuild customer confidence
• Develop creative and effective solutions based on individual customer situations
• Maintain detailed and accurate case documentation
• Take ownership of customer concerns from initial review through final resolution
• Deliver professional, empathetic, and customer-focused service throughout every interaction
• Identify trends and recurring issues while providing feedback to leadership teams

Required Qualifications

• Strong critical thinking and problem-solving skills
• Excellent customer service skills with a focus on conflict resolution and de-escalation
• Exceptional written and verbal communication abilities
• Ability to analyze information, make decisions, and adapt to changing situations
• Strong organizational skills with the ability to manage multiple priorities simultaneously
• Ability to work independently while collaborating effectively within a team environment
• Passion for helping customers and providing positive outcomes
• Professional demeanor with strong empathy and emotional intelligence
• Proficiency with multiple computer systems, browsers, and software applications
• Comfortable utilizing digital communication tools and platforms

Preferred Qualifications

• Associate or Bachelor's degree preferred (or equivalent professional experience)
• Experience supporting customers across multiple channels, including phone, email, chat, or face-to-face interactions
• Customer service, retail, sales, claims, dispute resolution, or case management experience
• Experience handling escalated customer concerns
• Strong expereince in customer retention or customer advocacy

What Makes a Successful Candidate?

The ideal candidate is:

• A proactive and resourceful problem solver
• Calm under pressure and confident handling difficult situations
• Highly empathetic and customer-focused
• Comfortable making decisions and taking ownership of outcomes
• Detail-oriented with strong follow-through
• Adaptable and effective in a fast-paced environment
• Motivated by helping customers and resolving complex issues

Work Environment

This position is fully onsite in Warren, Michigan.

Employees work in a professional office environment supporting escalated customer concerns and collaborating closely with internal teams. Candidates should have access to reliable high-speed internet for occasional business continuity needs if remote work is required in the future.

If you're looking for a role where you can leverage your critical thinking, communication, and customer service skills to make a real impact, we'd love to hear from you. Apply today!

Job Type & Location

This is a Contract position based out of Warren, MI.

Pay and Benefits

The pay range for this position is $27.00 - $29.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Job Type & Location

This is a Contract position based out of Warren, MI.

Application Deadline

This position is anticipated to close on Oct 27, 2026.

Workplace Type

This is a fully onsite position in Warren,MI.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.