On-site Customer Service & Data Entry Specialist

ascendingdc; Richmond (VA); On-site; USD 36,000 - 48,000; Full time

Job summary

ascendingdc is seeking a detail-oriented Customer Service Specialist for a 12-month renewable contract in Richmond, VA. This on-site role focuses on front-line support via phone and email, with strict adherence to company compliance standards and high-quality service.

You will manage high-volume inquiries, maintain accurate records in the CRM, de-escalate issues, and collaborate with Billing and Technical Support to resolve complex requests while meeting SLAs.

Qualifications

• Proven excellence in customer service and conflict de-escalation.
• Strong command of English with superior verbal and written communication skills.
• Attention to detail and ability to perform accurate data entry and meticulous record-keeping.
• Ability to prioritize multiple tasks and remain professional under pressure.
• Experience with CRM or ticketing systems is preferred.
• Prior experience in a customer service environment is required.

Responsibilities

• Serve as the primary point of contact for high-volume inbound calls and emails.
• Create, update, and maintain customer records in the CRM/ticketing system.
• Resolve complaints, de-escalate situations, and provide clear product/service information.
• Accurately triage requests to Billing, Technical Support, and other teams.
• Meet or exceed SLAs for response/resolution times and customer satisfaction.

Skills

Customer service

Conflict de-escalation

Data entry

Written communication

CRM systems

Tools

CRM software

Job description

ascendingdc is seeking a detail-oriented Customer Service Specialist for a 12-month renewable contract in Richmond, VA. This on-site role focuses on front-line support via phone and email, with strict adherence to company compliance standards and high-quality service.

You will manage high-volume inquiries, maintain accurate records in the CRM, de-escalate issues, and collaborate with Billing and Technical Support to resolve complex requests while meeting SLAs.