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Customer Service Representative - HYBRID

Customer Service Representative - HYBRID

NY StaffingHenrietta, NY, US
3 days ago
Job type
  • Full-time
Job description

Customer Service Representative

Join Kelly Services as a Customer Service Representative in the vibrant city of Henrietta, NY! 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 / customer 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.

    • Opportunities : At Kelly Services, we believe in your potential! This role offers ample opportunities for growth and career advancement within the company. As you excel in your position, you'll have the chance to take on more responsibilities and explore various career paths in customer service and beyond.

    Company Culture : Kelly Services prides itself on fostering a supportive and inclusive work environment. Our values center around collaboration, innovation, and a commitment to excellence. We encourage our employees to bring their authentic selves to work and provide the resources necessary for personal and professional development. Join us and be part of a team that values your contributions and empowers you to succeed!

    Ready to embark on your next career adventure? Apply today to become a Customer Service Representative with Kelly Services!

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    Customer Service Representative • Henrietta, NY, US