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Customer Service Representative

Contract: Roanoke, Virginia, US

Salary Range: 22.00 - 23.00 | Per Hour

Job Code: 367110

End Date: 2026-02-20

Days Left: 26 days, 6 hours left

Client: Banking
Job Title: Customer Service - (Escalation Support Specialist)
Location: Roanoke, VA 24019 (Hybrid post Training - 1 week from the Office, 1 week from Home)
Job duration: 12 months (Possible Extension/Conversion)
Training Schedule: Monday - Friday (9 AM - 5:30 PM) - First 10 weeks
Working Schedule: Shifts will be assigned during the Offer phase, Monday - Sunday, between 7 AM and 12 AM (Any 8 Hours)
Pay Rate: ($22-$23) hourly
Tentative Start Date: 02/02/2026
 
Required Skills:
  • Good Customer Service Experience with handling calls.
  • Complaint handling background.
  • Strong customer service, de-escalation, and issue resolution skills.
  • Ability to navigate multiple systems.
  • Strong verbal communication.
  • Comfortable with phones & volume.
  • Able to work the assigned fixed schedule post-training.
Roles and Responsibilities:
This is a Level 2 escalation queue that handles:
Call Volume - 300–400 calls/month - Phones only (no email/chat).
Types of Calls: 50% transferred in from frontline agents.
Help desk questions.
System unlocks/help.
Complex service issues.
Live customer escalations (non-regulatory).
This is a Level 2 escalation queue that handles:
    • Call Volume - 300–400 calls/month - Phones only (no email/chat).
    • Types of Calls: 50% transferred in from frontline agents.
    • Help desk questions.
    • System unlocks/help.
    • Complex service issues.
    • Live customer escalations (non-regulatory).
  • The other 50% calls:
    • Direct customer calls regarding credit card rewards.
    • Redeeming points.
    • Gift card purchases.
    • Missing rewards.
    • Loyalty program servicing.
  • Must open a complaint in the WF system of record.
  • Must classify regulatory vs non-regulatory flags correctly.
 Benefits:
  • The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, (paid time, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable).
Job Requirement
  • Customer Service
  • Customer Support
  • Customer Care
  • Calls
  • Inbound
  • Outbound
Reach Out to a Recruiter
  • Recruiter
  • Email
  • Phone
  • Mradul Khampariya
  • mradul.khampariya@collabera.com
  • 8139371148
Apply Now
Apply Now
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