Job Description
Join our award-winning customer service team and make an immediate impact in Kansas City! Heartland Solutions Group is seeking passionate Customer Service Representatives to deliver exceptional experiences for our Fortune 500 clients. This is your chance to launch a rewarding career with competitive pay, comprehensive benefits, and growth opportunities. No nights or weekends – enjoy a predictable schedule while making a difference in your community.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Resolve billing, technical, and account issues using Salesforce CRM platform
- Collaborate with cross-functional teams to escalate complex cases and implement solutions
- Document all interactions accurately while maintaining HIPAA/GDPR compliance standards
- Meet/exceed KPIs including average handle time (AHT) and first contact resolution (FCR)
- Contribute to process improvement initiatives through weekly team feedback sessions
- Participate in quarterly training to maintain product knowledge and service excellence
Qualifications
- High school diploma or equivalent; associate’s degree preferred
- 1+ years customer service experience in B2B/B2C environment
- Proficient in CRM systems (Salesforce experience a plus)
- Exceptional verbal/written communication skills with neutral accent
- Ability to multitask in fast-paced environment with 15+ daily interactions
- Typing speed: 45+ WPM with 98% accuracy
- Availability for on-site training (first 2 weeks) and flexible weekday shifts
- Background check and drug screen required upon offer