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Customer Service Representative

Contract: Roanoke, Virginia, US

Salary Range: 20.00 - 23.00 | Per Hour

Job Code: 367136

End Date: 2026-02-22

Days Left: 5 days, 3 hours left

Below is the Job description for your reference:    

Title:          Escalations Representative 2
Duration:    12+ Months 
Location:    Roanoke, VA (Hybrid post Training - 1 week from the Office, 1 week from Home)
Pay Range : $20-$23

 

Description:

  • 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
  • CSR
  • Customer service
  • Calling
  • inbound calling
  • outbound calling
  • escalation
  • escalation handling
  • Customer support
Reach Out to a Recruiter
  • Recruiter
  • Email
  • Phone
  • Dhritiman Warier
  • dhritiman.warier@collabera.com
Apply Now
Apply Now
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