Active_Client/Customer Services Representative 4

eTeam; New Providence (NJ); On-site; USD 49,593 - 52,348; Full time

Job summary

A leading customer service provider is seeking an experienced Active Client / Customer Services Representative IV in New Providence, NJ. This role involves managing complex inquiries, resolving escalated issues, and ensuring high-quality service delivery. Responsibilities include acting as the primary contact for client inquiries, analyzing issues, and providing resolutions. Candidates must possess strong communication skills and a high school diploma or GED. The position offers a pay rate of $36-$38 per hour over a duration of 4 months.

Responsibilities

• Serve as the primary point of contact for client and customer inquiries.
• Analyze customer issues and deliver effective resolutions.
• Approve resolutions for service and billing concerns.
• Act as an escalation point for high-priority customer issues.
• Refer unresolved grievances to appropriate departments.
• Review customer interaction records for accuracy.
• Identify trends from customer feedback for improvement.
• Support sales efforts by identifying service opportunities.
• Provide leadership support and mentoring to team members.

Skills

Verbal and written communication

Customer service and interpersonal skills

De‑escalation and problem‑solving

Time management and independent work

High attention to detail and accurate documentation

Proficiency in Microsoft Word and PowerPoint

Education

High School Diploma or GED

Job description

Active_Client/Customer Services Representative 4

Job Title: Active Client / Customer Services Representative IV
Location: New Providence, NJ
Duration: 4 Months
Pay Rate: $36-$38 on W2 per hour

Role Summary

• Serve as a senior‑level client and customer services professional responsible for managing complex inquiries, resolving escalated issues, and ensuring high‑quality service delivery. Act as a key escalation point while supporting process improvement, client satisfaction, and operational efficiency.

Key Responsibilities

• Serve as the primary point of contact for inbound and outbound client and customer inquiries.
• Analyze customer issues, determine root causes, and deliver effective resolutions or follow‑up actions.
• Approve resolutions for service and billing concerns, including refunds, exchanges, and billing adjustments.
• Act as an escalation point for high‑priority or complex customer issues.
• Refer unresolved grievances to appropriate departments and track progress to resolution.
• Review, monitor, and audit customer interaction records to ensure accurate documentation and compliance.
• Identify trends from customer feedback and complaints to support process improvement initiatives.
• Support sales efforts by identifying opportunities for new or additional services.
• Provide leadership support, mentoring, and constructive performance feedback to team members.

Core Skills

• Verbal and written communication.
• Customer service and interpersonal skills.
• De‑escalation and problem‑solving.
• Time management and independent work.
• High attention to detail and accurate documentation.
• Proficiency in Microsoft Word and PowerPoint.

Education

High School Diploma or GED required.