Customer Support Agent Inbound/Outbound Calls
Kelly is a staffing company dedicated to providing limitless opportunities to enrich lives. They are seeking a Customer Support Agent to respond to customer inquiries and ensure exceptional care and support in a collaborative environment.
Responsibilities
- Respond to customer inquiries and complaints via phone, mail, email, and chat with professionalism and empathy
- Document and classify product complaints accurately in line with North American regulatory guidelines
- Compose written communications to acknowledge complaints and provide resolution updates
- Enter consumer information and call details into the complaint management system with attention to accuracy
- Classify product complaints according to Standard Operating Procedures (SOP)
- Escalate critical complaints to Quality and Pharmacovigilance teams for further investigation
- Serve as the first point of contact for escalated consumer issues
- Work closely with cross-functional teams to ensure quality and responsiveness
Skills
- Strong college background; recent graduates encouraged to apply (high school diploma required)
- 1 year of customer service experience
- Excellent verbal and written communication skills, including letter composition
- Proficient in managing multiple computer systems; experience with Genesys, Salesforce, and Microsoft Office is a plus
- Strong organizational and multitasking abilities
- Capable of working independently and collaboratively in a small team
- Demonstrates urgency and accountability in resolving consumer concerns
Benefits
- Medical
- Dental
- Vision
- Telemedicine
- Term life
- Whole life
- Accident insurance
- Critical illness
- A legal plan
- Short-term disability
- Retirement savings plan
- Service bonus
- Holiday pay plans (earn up to eight paid holidays per benefit year)
- Transit spending account
- Paid sick leave under the applicable state or local plan
Company Overview