[Remote] Customer Support(Fully Remote)

Note: The job is a remote job and is open to candidates in USA. Nesco Resource is a staffing agency seeking a Customer Support Representative to deliver accurate and efficient customer support. The role involves responding to inquiries, resolving issues, and educating customers on products and services.

Responsibilities

• Respond to customer inquiries via phone, email, internet, and in-person interactions
• Handle routine to complex customer inquiries while providing timely and accurate resolutions
• Research customer concerns, complaints, and issues to determine the most appropriate resolution
• Resolve customer situations that require creative problem-solving beyond standard procedures
• Educate customers and prospective customers on available products, services, and solutions
• Maintain current knowledge of company policies, procedures, products, and services
• Identify customer trends and communicate findings to leadership and business partners
• Escalate issues that may have broader organizational impact
• Maintain departmental customer service metrics and service level standards
• Accurately complete required documentation, forms, correspondence, and customer records
• Support quality assurance testing of company software when applicable
• Process claims based on business needs and workflow demands (where applicable)
• Support Sales Representatives with customer order inquiries, depending on the line of business
• Serve as the first point of contact for Sales Representatives on designated inquiries
• Attend benefit fairs, open enrollment events, and client meetings as needed, including occasional overnight travel (depending on business unit)

Skills

• 1–2 years of customer service experience handling moderate to complex customer inquiries
• Proficiency with Microsoft Office Suite
• Demonstrated ability to work with multiple software applications simultaneously
• Strong internet knowledge and understanding of common browser settings
• Ability to work flexible schedules, including weekends, holidays, overnight shifts, and overtime as needed
• Excellent verbal and written communication skills
• Strong interpersonal and relationship-building abilities
• Ability to prioritize multiple tasks in a fast-paced environment
• Excellent problem-solving, negotiation, and decision-making skills
• Ability to actively listen while processing transactions and assisting customers simultaneously
• Strong documentation and recordkeeping skills
• Ability to ask effective questions to identify customer needs
• Sound judgment and discretion when applying customer service policies and procedures
• Ability to work independently and collaboratively within a team environment
• If assigned to process payments as a Third-Party Administrator (TPA), candidates must successfully pass a credit check
• Wired internet connection to modem/router (router/modem not provided)
• Minimum download speed: 50 Mbps
• Minimum upload speed: 10 Mbps
• Loaded latency: Less than 150 ms
• Experience in one or more of the following industries preferred: Call Center, Insurance, Manufacturing, Software, Telecommunications, Retail, Eyewear

Benefits

• Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Company Overview