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Customer Service Representative
Kelly Services
- Austin, Texas, United States
- Austin, Texas, United States
About
**Duration: 2+ Months (Temp to Hire)**
**Pay Rate: $ /hr (As per experience)**
**Shift: 1st Between 8:00 AM - 8:00 PM EST**
**Schedule: (Monday to Saturday)**
**Job Summary:**
We are seeking a customer-focused and detail-oriented Customer Service Representative to support high-volume customer interactions across multiple communication channels.
The ideal candidate will have strong call center experience, the ability to manage multiple tasks efficiently, and a proven track record of meeting performance metrics in a fast-paced environment.
**Key Responsibilities:**
+ Handle inbound and outbound customer interactions via phone, email, and chat
+ Resolve customer inquiries, issues, and escalations in a timely and professional manner
+ Utilize internal systems and tools to research, document, and resolve customer concerns
+ Maintain accurate records of customer interactions and transactions
+ Meet and exceed key performance metrics (KPIs) such as:
+ Average Handle Time (AHT)
+ Customer Satisfaction (CSAT/NPS)
+ Call Quality & Attendance
+ Follow established procedures, scripts, and compliance guidelines
+ Collaborate with internal teams to resolve complex customer issues
+ Prioritize workload effectively while handling high-volume requests across multiple channels
**Required Qualifications:**
+ Minimum 2+ years of customer service experience (call center, retail, hospitality, or similar)
+ At least 1+ year of call center experience preferred
+ Proven ability to meet or exceed KPIs/metrics
+ Strong communication skills (verbal & written)
+ Ability to multitask and manage time effectively
+ Comfortable working in a fast-paced, high-volume environment
+ Must be located within commutable distance to the site
**Technical Skills:**
+ Experience with customer service technologies, such as:
+ MS Office (Word, Excel, Outlook)
+ CRM tools (Salesforce, Zoho, Freshdesk, etc.)
+ Call center platforms (Avaya, Genesys, Five9, Cisco Finesse, etc.)
+ Ability to quickly learn new systems and tools
**Preferred Qualifications:**
+ Experience in a high-volume call center environment
+ Familiarity with workforce management tools (Calabrio, Verint, etc.)
+ Associate's or Bachelor's degree preferred
+ Experience handling customer escalations and de-escalation techniques
**Working Schedule:**
Call Center Training- Hours and Location - Week 1-4:
Monday through Friday 8AM-5PM Central
- Classroom training is the first 4 weeks of employment
- In Office 4 days a week Monday - Thursday at your site (no exceptions), and 1 day remote, Friday
Ongoing Call Center Hours of Operations, Post Training:
Monday through Friday 7AM-8PM Central & Saturday 7AM-4PM Central
(While not all clients are open until 8pm or have Saturday hours, there could be a need to support)
- A shift will be assigned, and all associates must be able to work a schedule within those hours
- The shift will be assigned based on a Shift Bid process, based on Schedule Adherence, Attendance,
Quality, After Call Wrap, comprising 90% of the scheduling rubric
Ongoing Location/Hybrid Schedule, Post Training:
- Remote 4 days a week and 1 day in office at your site, the exact day may vary based on site and ability
to work remotely is based on maintaining performance
- A quiet location, free from distractions, and reliable internet access are required to work remotely
.
**What happens next:**
Once you apply, you'll proceed to next steps if your skills and experience look like a good fit. But don't worry-even if this position doesn't work
out, you're still in our network. That means all of our recruiters will have access to your profile, expanding your opportunities even more.
Helping you discover what's next in your career is what we're all about, so let's get to work.
Apply to be a **Customer Service Representative** today!
**\#P3**
**\#CB**
As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending
Languages
- English
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