Customer Service Representative

Russell Tobin is a leading minority-owned professional and technical recruitment and staffing advisory organization. They are seeking an enthusiastic Customer Service Representative to assist parents and families throughout their experience with their products and services in a fast-paced environment.

Responsibilities:

• Achieve daily, weekly, and monthly performance goals and KPIs
• Adhere to assigned schedules, productivity standards, and outreach protocols
• Conduct inbound and outbound calls to existing customers and leads
• Assist families throughout the service lifecycle, including coordination related to the birthing and delivery process
• Maintain accuracy, integrity, and confidentiality of customer information
• Master product knowledge to accurately communicate service details
• Ensure compliance with standard operating procedures (SOPs) and quality management systems
• Resolve customer inquiries and challenges effectively and professionally
• Handle escalated customer concerns as needed
• Build and maintain strong customer relationships
• Collaborate with cross-functional teams to improve service processes
• Support new-hire training initiatives when required
• Participate in continuous improvement projects within the department

Requirements:

• Exceptional verbal and written communication skills
• Strong organizational and recordkeeping abilities
• Proven ability to meet and exceed KPIs
• Detail-oriented with high accuracy in data entry and documentation
• Experience in inbound and outbound customer service
• Must be authorized to work in the United States
• Call center environment experience preferred
• Selling and upselling abilities
• Proficiency in CRM systems (e.g., Salesforce, Siebel)
• 2+ years of customer service or relevant experience preferred
• Bachelor's degree preferred