What are the responsibilities and job description for the Customer Support Representative position at Fulcrum Digital Inc?
Job Description
Who are we?
Fulcrum Digital is a leading IT services and business platform company. We partner with global companies from diverse industries, including banking and financial services, insurance, higher education, food services, retail, manufacturing, and eCommerce. With expertise in digital transformation, machine learning, and emerging technologies, we offer a consulting-led, integrated suite of enterprise-grade software products, services, and solutions.
The Role :
Setting : Hybrid (2 per week)
Full Time role
Location : Schaumburg, IL
We are seeking a Customer Service Representative (CSR) to support one of our key Insurance clients. In this role, you will be responsible for handling customer inquiries via phone and email, participating in team meetings to enhance communication strategies, and maintaining in-depth knowledge of company products and services to provide the best possible customer support.
Key Responsibilities :
- Manage a high volume of inbound and outbound calls efficiently and professionally.
- Follow established call center scripts while handling diverse customer inquiries.
- Identify customer needs, clarify information, research issues, and provide effective solutions.
- Maintain accurate and detailed records of all customer interactions in the call center database.
- Gather and verify client information during calls.
- Determine customer eligibility by comparing provided information against established requirements.
- Inform clients about procedures, answer questions, and provide necessary information.
- Escalate complex queries to managers or other relevant teams when needed.
Requirements
