Customer Service Representative I Client: LEOFORCE Department: Member Support Location: Pensacola, FL Salary: $37,440 - $44,720 per year ($18.00 - $21.50 per hour) Employment Type: Full Time Work Arrangement: On-site at the LEOFORCE Pensacola office — this role is not remote and not hybrid. Working Hours: Monday to Friday, 8:00 AM - 5:00 PM Central Time (40 hours/week) Start Date: Within two weeks of offer acceptance Responsibilities:
Answer inbound member calls, emails and chats and resolve product, billing and account questions on first contact.
Process orders, returns, refunds and account updates accurately in the CRM.
Document every interaction in the CRM, including the resolution and any follow-up promised to the member.
Escalate unresolved or out-of-policy issues to a team lead with the full case history attached.
Meet the team's quality, average-handle-time and after-call-work targets.
Required Skills:
High school diploma or equivalent
1+ year of customer service, call centre or retail support experience
Experience with CRM software (Salesforce, Zendesk or similar)
Typing speed of 40+ WPM and comfort with Microsoft Office
Clear written and verbal English communication
Preferred Skills:
Bilingual English/Spanish
Experience in a contact centre handling 50+ contacts per day
Familiarity with billing or insurance terminology
Zendesk or Salesforce Service Cloud certification
Benefits: Medical, dental and vision from day 31 · 15 days PTO · 401(k) with 4% match · paid two-week onboarding Client: LEOFORCE
