CSR II Phones ($18.50/hr + $1/pay for performance, Remote)

SaviLinx; United States; Remote; USD 25,000 - 32,000; Full time

Job summary

SaviLinx LLC is seeking a Customer Service Representative II (Phones) to deliver exceptional service in a remote, high-demand environment. You will assist customers, manage inquiries, and document interactions in the CRM system while maintaining privacy and accuracy.

The role emphasizes quality, SLA performance, and teamwork within the Operations department. Candidates should have 2+ years in a contact center or related field, strong communication skills, and the ability to work independently

Qualifications

• High school diploma or equivalent required.
• Some college coursework preferred.
• Experience in a contact center or help desk is desirable.
• Strong written and verbal communication skills.

Responsibilities

• Provide customer service in a remote, call-center environment.
• Coordinate claims and inquiries via phone, email, and chat.
• Document interactions in the CRM system with accuracy.
• Meet SLA targets and strive for first contact resolution.
• Operate with privacy and confidentiality principles.

Skills

Multi-screen navigation

Customer service orientation

Time management

Communication skills

Independence

Empathy and patience

Adaptability

Education

High school diploma or equivalent

2+ years of college

2+ years of contact center experience

Job description

JOB TITLE: Customer Service Representative II Phones ($18.50/hr + $1/pay for performance, remote)

DEPARTMENT: Operations

REPORTS TO: Supervisor

FLSA STATUS: Non-Exempt

OUR GUIDING PRINCIPLES:

Make every interaction Count

Act with Respect and Integrity

Demonstrate Passion for Continuous Improvement

Be Worth of Trust from all Stakeholders

OVERVIEW:

The Customer Service Representative II (Phones) provides superior customer service in a contact/call center/help desk environment for a specific contract in support of a customer with high demands for privacy, confidentiality, precision, advanced technology and customer service skills. This is a work from home position.

ESSENTIAL FUNCTIONS:

• Demonstrates ability to work in accordance with the SaviLinx Guiding Principles.
• Coordinates claims electronically and via telephone.
• Handles eligibility inquiries and all lines of business.
• Meets established goals for call center metrics in Service Level Agreement (SLA) goals and Quality.
• Ensures first call resolution through problem solving and effective call/email/chat handling.
• Meets demands for privacy, confidentiality, precision.
• Documents all customer information, communications in Customer Relationship Management (CRM) system.
• Maintains a working knowledge of our clients' requirements using a Knowledge Base.
• Provides mentoring, training, and development to other CSRs as needed.

SUPERVISORY RESPONSIBILITY:

This position has no supervisor responsibility.

EXPECTED WORKDAY/HOURS:

This position requires full, flexible availability, although will generally be M-F 8-5.

QUALIFICATIONS:

• 2+ years of college preferred.
• 2+ years of contact center experience preferred.
• High school diploma or equivalent required.
• 18 years of age or older
• Time management skills and the ability to work independently are essential for this role.
• Excellent organizational, written and oral communication skills.
• Computer proficiency with the ability to navigate between multiple computer screens/programs while talking with the customer
• Customer service oriented (empathetic, responsive, patient, and conscientious)
• Must have experience with maneuvering electronic data between various environments.