Hey Y'all!!

If you're looking for a Customer Service position and the below job description interests you, Please reach out to me at apoorva.pisharoty@collabera.com

Job Title: Customer Service Representative
Location: Roanoke, VA (Onsite)  

Position Overview:

You will manage both transferred escalation calls from frontline agents as well as direct inbound calls from customers. This role requires accuracy, sound judgment, and the ability to navigate multiple systems while maintaining a positive customer experience.  

Key Responsibilities  

Escalation & Support Handling (Level 2 Queue)  

• Handle 300–400 inbound calls per month, all via phone (no email or chat).  

• Manage 50% frontline agent escalations, including:  

• Help desk inquiries  

• System/account unlocks  

• Complex service issues  

• Live customer escalations (non-regulatory)  

• Provide immediate resolution while maintaining compliance and service quality.  

Credit Card Rewards & Loyalty Support:

• Point redemption assistance  

• Gift card and merchandise purchases  

• Troubleshooting missing or incorrect rewards  

• General loyalty program servicing and guidance  

• Educate customers on reward structures, earning rules, and redemption options.  

Complaint Handling & Compliance  

• Identify, triage, and document customer complaints accurately.  

• Correctly classify regulatory vs. non-regulatory complaints based on internal policy.  

• Enter all qualifying complaints into the system of record following required procedures.  
• Maintain accuracy and compliance with standards and regulatory guidelines.  

Required Qualifications:

• Prior experience handling customer escalations or working in an escalation queue.  

• Background in credit card servicing, card operations, or rewards/loyalty programs.  

• Strong experience with customer complaints and de-escalation.  

• Excellent verbal communication, active listening, and problem-solving abilities.  

• Comfortable working in a fast-paced, high-volume phone environment.  

• Ability to maintain professionalism under pressure and handle sensitive customer interactions.  

• Ability to work a fixed, assigned schedule after training.  

• Strong system-navigation skills across multiple applications.  

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)

Pay Range: $20 - $23/hr