Customer Service Representative, Maryland

Job Title: Customer Service Representative (Call Center)

Duration: 12+ Months (Possible Extension)

Location: Baltimore, MD (Hybrid - 2 days Remote & 3 days On-Site)

Pay Rate: $20.50/hr (W2)

Position Overview:

We are seeking a Mid-Level Customer Service Representative to join our team in a hybrid role based in Baltimore, MD. This position is ideal for someone with strong communication skills, a customer-first mindset, and the ability to handle a variety of service-related inquiries in a fast-paced environment.

Key Responsibilities:

Respond to customer inquiries, issues, and requests via phone, email, and chat.

Provide detailed information about products and services, including features, pricing, and specifications.

Accurately process customer orders, returns, and exchanges.

Resolve complaints efficiently while maintaining a professional and empathetic demeanor.

Escalate complex or unresolved issues to senior team members or management as necessary.

Maintain accurate documentation of all customer interactions and transactions.

Conduct follow-ups with customers to ensure satisfaction and issue resolution.

Collaborate cross-functionally with departments such as Sales and Marketing to address customer concerns.

Stay current on product knowledge, company policies, and industry trends.

Share customer feedback and suggestions for service improvements with management.

Qualifications:

Previous experience in a customer service or call center environment is required.

Excellent verbal and written communication skills.

Strong problem-solving abilities with attention to detail.

Ability to remain calm and professional in challenging situations.

Familiarity with customer service best practices and procedures.

Comfortable working in a hybrid environment (both remote and on-site as needed).