Customer Service Representative (CSR) Onsite

The Customer Service Representative will handle post-sale customer interactions, focusing on billing inquiries, account support, and general service-related concerns. This role ensures a smooth customer experience by resolving issues efficiently, maintaining accurate records, and supporting customers throughout their lifecycle.

You will serve as a key point of contact for customers using E3Performance’s services, ensuring concerns are addressed clearly, professionally, and within agreed service levels.

Key Responsibilities:

• Handle inbound and outbound customer interactions related to billing, account inquiries, and after-sales support
• Resolve concerns such as invoices, payment discrepancies, subscription changes, and service-related questions
• Provide clear explanations of billing details, charges, and account status
• Maintain accurate documentation of customer interactions in CRM or ticketing systems
• Follow established processes and service level agreements (SLAs) to ensure timely resolution
• Escalate complex or unresolved issues to appropriate internal teams
• Support customer retention by delivering a positive and solution-oriented experience
• Identify recurring issues and provide feedback to improve processes and customer experience
• Collaborate with internal teams (e.g., finance, operations, client services) when needed

Minimum Requirements:

• Bachelor’s degree in any field
• Strong English communication skills (verbal and written)
• 1–3 years of BPO CS experience with North American/U.S. customers.
• Any LOB is accepted; customer service experience is required.
• Amenable to work night shift, 8PM - 5AM, M-F
• Location: KMC Armstrong Corporate Center