Customer Service Representative - HYBRID

Kelly; Oxford (MS); Hybrid; USD 20,457 - 29,136; Full time

Job summary

A staffing agency is seeking a Customer Service Representative for a hybrid role in Oxford, MS. The ideal candidate will have a high school diploma and over a year of experience in customer service. Key responsibilities include managing inbound inquiries and documenting discussions. This position offers competitive pay and a supportive team environment.

Qualifications

• 1+ years of experience in a customer service/support role.
• Ability to thrive in a structured, high-volume environment.
• Strong ability to meet personal KPIs and adhere to schedules.

Responsibilities

• Manage inbound call inquiries related to mortgage and escrow questions.
• Identify customers' needs and research solutions using various systems.
• Document discussions accurately and meet quality KPIs.

Skills

Customer service experience

Tech proficiency with MS Office

Attention to detail

Education

High school diploma or equivalent

Bachelor’s or associate degree (preferred)

Tools

Cisco Finesse

Calabrio

Job description

Customer Service Representative - HYBRID

Join Kelly Services as a Customer Service Representative in the vibrant city of Oxford, MS! This full-time role offers an exciting opportunity to engage with customers while working in a dynamic environment. You will be part of a team dedicated to providing exceptional service. Enjoy a hybrid work model post‑training, balancing onsite and remote work, while making a meaningful impact in the mortgage and escrow industry.

Job Specifications

• Job Type: Full‑time, Hybrid
• Company: Kelly Services
• Location: Irving, TX
• Pay Rate: Starting at $18/hour based on experience
• Shift: 8 AM - 8 PM, M‑T onsite and Fri remote

Roles And Responsibilities

• Manage inbound call inquiries (approximately 22–25 per day) related to mortgage, escrow, and tax questions.
• Identify customers’ needs and research solutions using various systems, sometimes up to 10 different portals.
• Document discussions accurately and leverage internal tools for next‑level resolution needs.
• Master multiple contact center management systems and agent desktop software solutions.
• Consistently meet or exceed individual production metrics and quality KPIs.
• Maintain professionalism and adhere to a strict schedule, meeting attendance guidelines.

Qualifications & Skills

• High school diploma, GED, or equivalent.
• 1+ years of experience in a customer service/support role.
• 1+ years of tech proficiency with MS Office, heavy use of MS Teams, or Google Suite.
• Ability to thrive in a structured, high‑volume, fast‑paced environment while paying attention to detail.
• Strong ability to meet personal KPIs and adhere to schedules and deadlines.

Preferred Qualifications

• Bachelor’s or associate degree.
• Experience in tax, banking, mortgage, or real estate servicing.
• Previous contact center experience.
• Proficiency in contact center/workforce engagement management software, ideally Cisco Finesse or Calabrio.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E‑Verify and will provide the federal government with your Form I‑9 information to confirm that you are authorized to work in the U.S.