Customer Service Representative (Call Center)

Job Title: Customer Service Representative (Call Center)

Location: Irving TX 75063

Duration: 2+ Months (Temp-to-Hire)

Shift: 8:00 AM – 5:00 PM (Training) | 7:00 AM – 8:00 PM (Post Training)

Pay: $19.50/hrs. on W2

Job Summary:

• We are seeking a customer-focused and detail-oriented Customer Service Representative to support high-volume customer interactions across multiple communication channels. The ideal candidate will have strong call center experience, the ability to manage multiple tasks efficiently, and a proven track record of meeting performance metrics in a fast-paced environment.
• This is a high-volume, performance-driven call center role requiring strict schedule adherence and reliability.
• This is a temp-to-hire opportunity with potential for full-time conversion based on performance and attendance.

Key Responsibilities:

• Handle inbound and outbound customer interactions via phone, email, and chat
• Resolve customer inquiries, issues, and escalations in a timely and professional manner
• Utilize internal systems and tools to research, document, and resolve customer concerns
• Maintain accurate records of customer interactions and transactions
• Meet and exceed key performance metrics (KPIs), including:
• • Average Handle Time (AHT)
  • Customer Satisfaction (CSAT/NPS)
  • Call Quality & Attendance
• Follow established procedures, scripts, and compliance guidelines
• Collaborate with internal teams to resolve complex customer issues
• Prioritize workload effectively while handling high-volume requests across multiple channels

Required Qualifications:

• Minimum 2+ years of customer service experience (call center, retail, hospitality, or similar)
• At least 1+ year of call center experience preferred
• Minimum 1 year tenure in each of the last 3 roles (mandatory)
• Proven ability to meet or exceed KPIs/metrics
• Strong communication skills (verbal & written)
• Ability to multitask and manage time effectively
• Comfortable working in a fast-paced, high-volume environment
• Must be located within commutable distance to the site
• Must be flexible to work rotational shifts, including evenings and weekends based on business needs
• Comfortable working under a strict attendance and performance policy

Technical Skills:

• Experience with customer service technologies, such as:
• • MS Office (Word, Excel, Outlook)
  • CRM tools (Salesforce, Zoho, Freshdesk, etc.)
  • Call center platforms (Avaya, Genesys, Five9, Cisco Finesse, etc.)
• Ability to quickly learn new systems and tools

Preferred Qualifications:

• Experience in a high-volume call center environment
• Familiarity with workforce management tools (Calabrio, Verint, etc.)
• Associate’s or Bachelor’s degree preferred
• Experience handling customer escalations and de-escalation techniques