Customer Service

We are looking for a customer-focused individual to join our team as a Contract Customer Service representative. This role is ideal for someone who communicates clearly, resolves issues efficiently, and creates a positive experience for customers across every interaction. The successful candidate will balance day-to-day service support with careful attention to documentation, follow-through, and collaboration with internal teams.

Responsibilities:

• Assist customers by phone, email, or other service channels, providing timely and effective support for questions, concerns, and service requests.
• Investigate customer issues thoroughly, identify appropriate solutions, and follow up to ensure concerns are fully resolved.
• Maintain accurate records of customer interactions, case updates, and service outcomes within internal systems.
• Coordinate with cross-functional teams to escalate complex matters and help drive efficient issue resolution.
• Explain products, services, policies, or account details in a clear and customer-friendly manner.
• Monitor open inquiries and prioritize tasks to meet response expectations and service standards.
• Support process improvement efforts by identifying recurring customer concerns and sharing feedback with leadership.
• Previous experience in a customer service, call center, or client support environment.
• Strong verbal and written communication skills with the ability to remain focused and composed in fast-paced situations.
• Proven ability to manage multiple requests at once while staying organized and detail-oriented.
• Comfort using computer systems, customer databases, and standard office applications.
• Demonstrated problem-solving skills and a commitment to delivering high-quality service.
• Ability to work collaboratively with internal teams and adapt to changing business needs.
• Familiarity with technical environments or exposure to Cisco Routers, Palo Alto Firewall, Cisco ASA, BGP, or Cisco networking is an asset.