Customer Service Representative

Customer Service Representative

We're seeking a Customer Service Representative to handle inbound calls, emails, and mailed requests while maintaining a professional company image. This role involves resolving billing issues, managing correspondence, and ensuring each customer receives efficient, accurate, and empathetic support.

This is a hybrid role based in Hagerstown, MD, requiring two days onsite per week. Candidates should be comfortable in a structured environment with clear performance metrics.

Hagerstown, MD (Hybrid - onsite twice per week)

Payrate: $20.50/hr (Temp-to-Hire | Conversion: $17/hr)

Training: 8:00 AM-4:30 PM EST | Post-training: 9:00-5:30 PM or 9:30-6:00 PM (negotiable)

Key Responsibilities

• Answer inbound customer calls with professionalism and empathy.
• Determine when to escalate or transfer calls to specialized staff.
• Handle requests received through mail and email channels.
• Research and resolve general billing inquiries using provided tools.
• Complete various documentation and forms to process customer requests.
• Draft and send customer letters and email responses.
• Track and report recurring customer issues or trends to supervisors.
• Participate in departmental meetings and project-based tasks.
• Adhere to scheduling, policies, and company standards.

Qualifications

• Intermediate proficiency in Microsoft Word, Excel, and Outlook.
• Excellent verbal and written communication skills.
• Strong attention to detail with proven follow-up and problem-solving ability.
• Capable of managing multiple priorities under pressure.
• Skilled at de-escalating and managing challenging customer interactions.
• Reliable, adaptable, and committed to consistent attendance and performance.

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan.

Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.