Customer Service Representative

Focus People; Atlanta (GA); On-site; USD 36,000 - 48,000; Full time

Job summary

Focus People is seeking a detail-oriented Customer Service Representative to assist customers, landlords, and the public with inquiries, resolving issues quickly, and ensuring accurate documentation in our systems. The ideal candidate has call center experience and thrives in a fast-paced environment.

The role requires a high school diploma (or equivalent) with at least 3 years of experience in a high-volume inbound call center.

Qualifications

• Minimum 3 years of high-volume inbound call center experience.
• Strong verbal and written communication skills.
• Familiarity with call center performance metrics.
• Proficiency with office technology and software applications.

Responsibilities

• Deliver excellent customer service by responding to inquiries from customers, landlords, and the general public in a timely and professional manner.
• Resolve questions and issues on the first call whenever possible, using database records and available resources.
• Navigate proprietary software to verify customer status and accurately update records.
• Review, accept, and process landlord and participant documents.
• Ensure all outgoing correspondence is accurate and timely, including mailing required forms or paperwork.
• Create and manage tickets in the Case Tracking System.
• Identify patterns in customer inquiries, share feedback with leadership, and recommend process improvements.
• Escalate urgent or complex issues to team leads or managers as needed.
• Perform other related duties as assigned.

Skills

Call center experience

Communication skills

Organizational skills

Problem solving

Team player

Attention to detail

Education

High school diploma

Some college coursework

Tools

Case Tracking System

Office software

Proprietary software

Job description

Position: Customer Service Representative

Position Summary

We are seeking a detail-oriented and customer-focused Customer Service Representative to join our client's team. This role is responsible for assisting customers, landlords, and the public with inquiries, resolving issues quickly, and ensuring accurate documentation in our systems. The ideal candidate has call center experience, strong communication skills, and thrives in a fast-paced environment.

Key Responsibilities

• Deliver excellent customer service by responding to inquiries from customers, landlords, and the general public in a timely and professional manner.

• Resolve questions and issues on the first call whenever possible, using database records and available resources.

• Navigate proprietary software to verify customer status and accurately update records.

• Review, accept, and process landlord and participant documents.

• Ensure all outgoing correspondence is accurate and timely, including mailing required forms or paperwork.

• Create and manage tickets in the Case Tracking System.

• Identify patterns in customer inquiries, share feedback with leadership, and recommend process improvements.

• Escalate urgent or complex issues to team leads or managers as needed.

• Perform other related duties as assigned.

Education & Experience

• High school diploma or equivalent required; some college coursework preferred.

• Minimum of 3 years of high volume inbound call center experience handling customer service inquiries.

• Strong verbal and written communication skills.

• Proficiency with office technology and software applications.

• Familiarity with call center performance metrics required.

Skills & Attributes

• Strong organizational skills with high attention to detail and accuracy.

• Ability to manage multiple priorities and adapt to shifting demands.

• Proven problem-solving and customer resolution skills.

• Team player with a positive and professional attitude.
  

• At least 3 years of experience in heavy call center experience. (Required)

Working Conditions

• Office environment with extended periods of sitting or standing.

• Fast-paced, deadline-driven workload.

• Occasional overtime may be required.
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