Customer Relations Specialist

Under the direction of the Program Manager, the Customer Relations Specialist is responsible for delivering exceptional customer service and maintaining positive customer relationships in a fast-paced call center or corporate support environment. This role serves as a frontline representative, resolving customer inquiries, concerns, and escalations while ensuring compliance with company policies and service standards.

DUTIES AND RESPONSIBILITIES

· Handle inbound and outbound customer communications via phone, email, and chat

· Resolve customer issues, complaints, and inquiries with professionalism, empathy, and efficiency

· Accurately document customer interactions, resolutions, and follow-ups in the CRM system

· Escalate complex or unresolved issues to leadership or appropriate internal departments

· Partner with internal teams (Billing, Sales, Operations, and Management) to ensure timely resolution

· Meet or exceed established performance metrics, including call quality, resolution time, and customer satisfaction scores

· Identify recurring customer concerns and provide feedback to leadership for process improvement

· Maintain knowledge of company products, services, policies, and procedures

· Adhere to attendance, schedule adherence, and compliance requirements

Qualifications:

· Valid driver’s license preferred, with a good driving record / motor vehicle report

· High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred

· Minimum of 2 years of customer service or customer relations experience, preferably in a call center or corporate environment

· Strong verbal and written communication skills

· Ability to handle high call volume and difficult customer situations calmly and professionally

· Proficiency with CRM systems and Microsoft Office

· Strong attention to detail and organizational skills

· Ability to multitask and prioritize in a fast-paced environment

· Able to learn and work with new technology (e.g. handheld data devices)

· Must be able to pass criminal background check and drug screening

MINIMUM REQUIREMENTS

· Customer-focused mindset

· Conflict resolution and problem-solving

· Time management and adaptability

· Professional judgment and discretion

· Team collaboration

· Ability to communicate effectively with team members, supervisors, and customers