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Customer Service Representative

    The duties of the Support Specialist I – Customer Service Representative include being responsible for handling customer contact inquiries in a fast-paced and demanding contact center environment. This work requires the Support Specialist I – Customer Service Representative to comply with standard operating procedures, including, but not limited to, performing the following:

    Handling phone inquiries for one or more programs and toggling between two or more different scripts and client systems
    Required to answer a high volume of inbound customer calls or make outbound customer calls when necessary
    Accurate and concise documentation of calls as required by our quality assurance team and client
    Ability to review customer accounts and convey status updates to callers as required in the appropriate script
    Confirming the identity of customers per standard operating procedures and resolving the inquiry using the appropriate script is required
    Escalating issues according to standard operating procedures
    Communicating verbally and in writing in a clear and professional manner
    Applying judgment to escalate issues based on standard operating procedures
    Participating in scheduled activities such as team huddles or business process improvement meetings – use of video camera is required
    Using client-prescribed technology systems to research and resolve customer inquiries
    Operating elevated security access to two or more client systems
    Handling complex or sensitive calls and inquiries escalated by others and performing outbound calls when required
    Working together with others via chat room to assist teammates and share guidance needed to handle calls and emails
    Answering and reporting to senior leadership, Manager, and Team Lead
    Recurring meetings with Managers and Team Leads to discuss program updates and procedural changes – use of video camera is required​

    What You Will Need:

    Bachelor’s degree and one year experience in a contact center role is required. Or high school diploma and four years’ experience in a contact center
    At least one year of experience working in a contact center role

    Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.

    What We Offer:

    Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

    Benefits include:

    Medical, Rx, Dental & Vision Insurance
    Personal and Family Sick Time & Company Paid Holidays
    Position may be eligible for a discretionary variable incentive bonus
    Parental Leave
    401(k) Retirement Plan
    Basic Life & Supplemental Life
    Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
    Short-Term & Long-Term Disability
    Tuition Reimbursement, Personal Development & Learning Opportunities
    Skills Development & Certifications
    Employee Referral Program
    Corporate Sponsored Events & Community Outreach
    Emergency Back-Up Childcare Program

    About Guidehouse

    Guidehouse is an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.

    Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

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