Customer Service Representative (CSR)

**Customer Service Representative (CSR)** ----------------------------------------- ### **Role Summary** Are you an empathetic, solutions\-oriented communicator who loves helping others and resolving questions with care? We are seeking a dedicated **Customer Service Representative (CSR)** for a full\-time contract position. In this essential support role, you will serve as the primary voice and frontline ambassador for our participants, families, and partners. You will handle a high volume of inbound inquiries, resolve service issues, route complex requests to the appropriate internal teams, and accurately log every interaction in our system. If you thrive in a fast\-paced environment, possess exceptional listening skills, and are passionate about delivering an outstanding service experience, we invite you to join our team. ### **Duties \& Responsibilities** #### **Inbound Support \& Inquiry Resolution** * **Frontline Communication:** Answer high\-volume inbound phone calls, emails, or digital inquiries professionally, establishing a warm and reassuring connection with every caller. * **Problem Solving:** Listen actively to identify the root cause of a customer's inquiry, navigate internal resources to find answers, and deliver clear, accurate solutions. * **Request Escalation:** Efficiently triage complex issues, routing specialized questions regarding billing, clinical care, or scheduling to the appropriate supervisor or department head. * **Information Provision:** Guide callers through general program details, verify standard enrollment timelines, and provide clear directions or instructions within approved guidelines. #### **Account Documentation \& Compliance** * **Data Integrity:** Create and maintain precise, real\-time documentation of all participant interactions, complaints, resolutions, and follow\-up tasks within our customer relationship management (CRM) database. * **Follow\-Up Management:** Track pending customer inquiries that require call