Customer Service Representative

Collabera; Jacksonville (FL); On-site; USD 40,000 - 42,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Life insurance

Long-term disability insurance

Paid parking/public transportation

Paid time off & holidays

Job summary

Collabera is hiring for a customer service-focused role in Jacksonville, FL. You will support participants with 401(k), pension, and deferred compensation information and guide them through transactions with attention to accuracy.

The position requires strong communication, multi-system navigation, and the ability to work in a fast-paced environment with strict attendance during training and regular shifts in EST.

Qualifications

• 2+ years of customer service experience.
• Ability to navigate multiple screens and keep clients engaged.
• Proficient in Microsoft Outlook, Word and PowerPoint.

Responsibilities

• Provide guidance to participants on account information and transactions.
• Ensure accurate processing of financial-related tasks.

Skills

Customer service

Multi-system navigation

Strong communication

MS Outlook

MS Word

PowerPoint

Tools

MS Outlook

MS Word

PowerPoint

Job description

Retirement and Benefits supports participants in employer sponsored 401(k), pension, and non-qualified deferred compensation plans.

Provides participants with clear information on their accounts, guides them through how to execute transactions, and completes error free processing of financial transactions.

Training & Work Schedule

• Training Hours: Monday through Friday, 9:00 AM-5:30 PM EST.


• Will follow the schedule selected at offer time once training is completed.


• Shifts are listed in EST and may include schedules between 6:00 AM and 9:00 PM.


• Must be able to work in a virtual setting on site during training.


• Attendance is a must in this role.


• Recommended to not have time off during the training period.


• Punctuality is important, with 16 hours within the first 90 days allotted.


• Cell phones: Manager will discuss designated locations for calls and times calls can happen.


• Dress code: Professional business casual attire is required on interviews as well.


• Attendance: Utilizing the proper call out duty line, communicating with direct supervisor and vendor, and showing up for training/work daily.


• Must be able to work in a virtual setting on site during training.


• Please do not bring personal items such as blankets.

Required Skills & Qualifications

• Requirement of 2 or more years of customer service experience and below skills.


• Must possess the skills to navigate between multiple screens/systems and keep the client/internal partner fully engaged, while quickly and accurately typing relevant notes and information.


• Computer Literacy and proficient in using Microsoft Outlook, Word, and PowerPoint is a REQUIREMENT.


• Ability to demonstrate flexibility and work well under pressure in a fast paced, high call volume, and constant changing call center environment.


• Strong communications skills, great grammar, and the ability to communicate with management, peers, and clients.


• Robust customer service skills and the ability to resolve and de-escalate difficult situations and prevent client dissatisfaction with respect and poise.


• Positive attitude that embracing coaching as an opportunity to improvement in current role.


• Ability to handle confidential matters and sensitive information in a responsible manner.


• Ambitious and self-motivating.

Customer Service Skills Required

• Strong customer service and communication skills.


• Ability to handle high call volumes and changing priorities.


• Ability to resolve and de-escalate difficult situations professionally.


• Ability to manage multiple systems/screens while maintaining accurate information.


• Ability to work effectively under pressure and accept coaching as an opportunity for improvement.

Shift Schedule

All shifts are listed in Eastern Time (EST/ET). Candidates must be flexible to work the assigned schedule, including weekends where applicable.

Days: Monday - Friday

Available Shifts (ET):

• 8:25 AM - 4:55 PM


• 9:30 AM - 6:00 PM


• 9:30 AM - 6:00 PM


• 9:30 AM - 6:00 PM


• 10:00 AM - 6:30 PM

The expected base salary range for this position is $20 - $21 per hour, depending on experience, skills, and internal equity.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, (paid time , paid sick and safe time , hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable)