For those who want to keep growing, learning, and evolving. We at Kelly® hear you, and we’re here for you! We’re seeking a Customer Service Representative for contract role to work at a premier client in Rochester, NY. Sound good? Take a closer look below. You owe it to yourself to consider this great new opportunity.

Why you should apply to be a Customer Service Representative:
• 3-month contract (with possibility of extension)
• Competitive pay rate of $22.50 per hour
• Hybrid work schedule – In office (Mon, Tues, and Wed), Remote (Thurs & Fri)
• Opportunity to work with a premier client in Rochester, NY
• Gain more experience in the customer service industry

What’s a typical day as a Customer Service Representative? You’ll be:
• Receiving inbound activity through phone, mail, Internet, or other electronic channels and responding accurately, promptly, and efficiently.
• Responding to consumer inquiries/complaints by composing written documentation and choosing the appropriate letter; achieving department metrics and standards.
• Demonstrating a high level of entry and accuracy while processing product inquiry or complaint information.
• Entering consumer information and documenting the nature of the call into the designated complaint management system. Classifying product complaints and Adverse Events according to the Standard Operating Procedures (SOP) in a highly accurate and timely manner.
• Providing support and technical expertise in the handling of problem resolution, special consumer requests, and technical inquiries.
• Performing follow-up activities as necessary – including call backs, ordering replacements, and sending product retrieval labels and packaging.
• Resolving promotional offer inquiries and complaints by explaining promotional offers, coordinating information with Marketing, and maintaining current information.
• Demonstrating comprehensive knowledge of company products, policies, procedures, and regulatory guidelines, appropriate business procedures, and customer service skills and sound judgment in making critical decisions; supporting product introductions, changes, and discontinuations.
• Actively seeking information from product managers and third-party vendors when appropriate.
• Supporting response to consumer-related issues escalated by Customer Service.
• Meeting acceptable metrics for schedule adherence, call handling, and other areas as determined by management.

This job might be an outstanding fit if you:
• Have a high school diploma and 1 year of customer service experience.
• Have a minimum of 1-2 years of Customer Service experience; a degree is preferred.
• Have experience with computer applications such as Avaya, SharePoint, Salesforce.com, Microsoft Excel, and Web.
• Have excellent communication skills (verbal, phone, and written); including a high level of proficiency in letter composition.
• Are proficient in managing multiple systems and computer applications.
• Have demonstrated proficiency in team functions, including high-level product knowledge and process/procedural management.
• Have strong organizational skills.
• Are able to handle multiple tasks and use good judgment during pressure situations in a fast-paced environment.
• Are able to maintain accuracy, consistency, and quality in a fast-paced environment.
• Collaborate effectively in a small team environment and can work independently when needed.
• Act with urgency to bring resolution to consumer questions/concerns; hold yourself accountable for individual performance and overall contribution to the team.
• Approach tasks with a positive, proactive attitude.
• Are dependable and have consistent attendance.

What happens next:
Once you apply, you’ll proceed to the next steps if your skills and experience look like a good fit. But don’t worry—even if this position doesn’t work out, you’re still in our network. That means all our recruiters will have access to your profile, expanding your opportunities even more.

Helping you discover what’s next in your career is what we’re all about, so let’s get to work. Apply to be a Customer Service Representative today! 
#GRACE

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