Customer Service Representative

Job title : Customer Service Representative

Location : Pasadena, CA - 100% onsite

Duration : 12 Months.

PR : $25 / hr - $28 / hr on W2

Schedule : M-F, 8 : 00AM-5 : 00PM

Bilingual proficiency in Spanish, reading and writing.

Training for first three days of assignment. There will likely be 2-3 training sessions offered

Required skills : Data entry, Word, Excel, Customer Service.

Position Summary

Client is recruiting resources to help guide impacted residents throughout the claims process, ensuring a smooth and empathetic experience. This role involves guiding impacting residents through application steps, answering inquiries, and supporting document submission while maintaining professionalism and sensitivity in challenging situations. Client’s will provide training, documentation and rules to follow, along with onsite support teams to ensure these new resources are successful.

Resources and customers will meet at onsite location in Pasadena area during normal business hours.

Key Responsibilities

• Customer Assistance : Respond to resident questions in-person with clarity and empathy.
• Application Support : Guide residents through completing applications, including uploading required document and verifying accuracy according to defined processes and policies.
• Customer Journey Understanding : Actively listen to residents to understand their situation and ensure their needs are addressed at each stage of the process.
• Documentation Handling : Assist with scanning, uploading, and validating documents in compliance with program requirements.
• Issue Resolution : Identify and escalate complex issues or exceptions to appropriate teams promptly.
• Compliance & Confidentiality : Adhere to company policies, data privacy standards, and legal requirements when handling resident information.
• Communication : Provide clear instructions and status updates to residents regarding next steps in the claims process.

Qualifications & Skills

Soft Skills :