Customer Service Representative - Onsite

TP; Richmond (VA); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Health benefits

Mental health support

401(k) plans

Job summary

TP is seeking a Customer Service Representative to join on-site in Richmond, VA. You will be the primary contact for clients, handling inbound and outbound communications and resolving inquiries to ensure a positive experience in a fast-paced environment.

You will use web-based tools, escalate when needed, and contribute to customer satisfaction. TP offers comprehensive benefits including health, 401(k), and insurance options, supporting your growth and wellbeing within a global digital services

Qualifications

• High School Diploma or equivalent.
• IT/Network certifications/degrees preferred.
• Minimum of 6 months of customer service experience.
• Must be 18 years of age or older.
• Ability to type at least 25 words per minute.
• Proven call center experience.
• Entry-level network troubleshooting: setup home Wi‑Fi, router or switch, basic PC skills.

Responsibilities

• Connect with customers via phone/email/chat/and or social media to resolve their questions or concerns.
• Calmly attempt to resolve and de-escalate any issues.
• Escalate interactions when necessary and appropriate.
• Respond to requests for assistance and/or possible processing payments.
• Track all call related information for auditing and reporting purposes.
• Provide feedback on call issues.
• Upsell if required.

Skills

Customer service

Communication

Teamwork

Problem solving

Time management

Typing 25 WPM

De-escalation

Multi-channel support

Education

High School Diploma or equivalent

IT/Network certifications preferred

Job description

Category : Customer Service/Support

This position will be located on-site in Richmond, Virgina.

As a Customer Support Specialist, you will serve as a primary point of contact for our clients, managing inbound and outbound communications with professional excellence. Utilizing a suite of web-based tools, you will efficiently resolve inquiries to ensure a seamless and positive customer experience. This role is ideal for individuals passionate about service delivery in a high-velocity environment.

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include

• TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.
• We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.
• We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Your Career Starts Here

Join us in transforming the digital business landscape. At TP, we blend cutting-edge high-tech solutions with an essential high-touch human connection. You will be a vital part of a team that empowers global companies to quickly adapt and deliver exceptional experiences.

Your potential for growth here is limitless

We are committed to fostering career advancement, as proven by the journey of our Chief Executive Officer Americas, who started as an agent and rose to the highest levels of the company. At TP, we provide the platform; your ambition sets the limit.

We also welcome applications from active-duty service members, veterans, and military families. Please mention your service to the recruiter!

Equal Opportunity Employer

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

Application Deadline: Ongoing until positions are filled.

For other opportunities, please visit the TP Careers site at https://www.tp.com/en-us/careers.

Your Responsibilities

As a Customer Service Representative, your main responsibility is to find innovative ways to respond to varying questions, issues, and concerns.

• Connect with customers via phone/email/chat/and or social media to resolve their questions or concerns
• Calmly attempt to resolve and de-escalate any issues
• Escalate interactions when necessary and appropriate
• Respond to requests for assistance and/or possible processing payments
• Track all call related information for auditing and reporting purposes
• Provide feedback on call issues
• Upsell if required

We’re looking for fearless people – people who are inspired to deliver only the best in all that we do.

Qualifications:

• High School Diploma or equivalent.
• IT/Network certifications/degrees preferred.
• Minimum of 6 months of customer service experience.
• Must be 18 years of age or older.
• Ability to type at least 25 words per minute.
• Proven call center experience.
• Entry-level network troubleshooting:
  • Ability to set up home Wi-Fi Network
  • Ability to set up and configure router or switch.
  • Core proficiency with a laptop or desktop computer.
• Comfortable with desktop computer systems and have general knowledge of Windows-based systems.
• Customer service and/or sales experience preferred.

Key Competencies:

• Process Excellence: Demonstrate commitment to following established procedures and be customer service driven.
• Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
• Communication: Outstanding communication, listening, and analytical skills.
• Organizational Skills: Strong organizational and problem-solving skills.
• Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused.
• Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
• Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.
• Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience.