Customer Service Representative

Job Summary We are seeking a professional, dependable, and customer-focused Customer Service Representative to join our call center team in Wilmington, Delaware. This is a fully onsite role requiring attendance 5 days per week. The ideal candidate will have strong communication skills, a positive attitude, and the ability to handle a high volume of inbound and outbound calls while providing excellent service to customers.

Key Responsibilities

• Handle a high volume of inbound and outbound customer calls in a professional and courteous manner.
• Respond to customer inquiries regarding products, services, account information, billing, or general support needs.
• Resolve customer issues efficiently and accurately while maintaining a high level of customer satisfaction.
• Document customer interactions, concerns, and resolutions in the appropriate systems.
• Escalate complex issues to supervisors or other departments as needed.
• Follow call center procedures, scripts, and quality standards.
• Meet performance goals related to call volume, response time, accuracy, and customer service.
• Assist with follow-up calls, emails, or other communications as required.
• Maintain up-to-date knowledge of company products, services, and policies.
• Collaborate with team members and leadership to support overall service goals.

Qualifications

• High school diploma or equivalent required.
• 1+ years of customer service, call center, or contact center experience preferred.
• Excellent verbal and written communication skills.
• Strong listening, problem-solving, and conflict-resolution abilities.
• Comfortable working in a fast-paced, high-volume environment.
• Basic computer skills and ability to navigate multiple systems simultaneously.
• Strong attention to detail and ability to document information accurately.
• Reliable attendance and punctuality for a fully onsite schedule.
• Ability to remain professional and empathetic when handling difficult customer interactions.
• Bilingual skills with English/Spanish are a plus.