Customer Care Representative Job at Insight Global, Daleville, IN

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  • Insight Global
  • Daleville, IN

Job Description

This role will be a 2-month contract. The pay range is $18 - $22 per hour. Exact compensation may vary based on skills and experience.

Must-Haves:

  • High school diploma or GED
  • 1+ year of customer support/customer service experience
  • Strong reliability and dependability — on-time attendance and consistency are critical
  • Comfortable working in a fast-paced, high-volume call environment
  • Ability to remain calm and professional with unhappy or frustrated callers
  • Willingness to follow process, including asking required verification questions
  • Basic typing skills with the ability to multitask across systems while on calls
  • Comfortable working at a computer for the full shift
  • Experience with call center tools, online systems, or virtual learning environments is a plus
  • Positive attitude and willingness to learn during training

Plusses:

  • Inbound/outbound call center experience

Project Overview

This role supports an acquisition and full system integration into a client of Insight Global, occurring in May. During this phase, all customers will transition to the parent company's systems, products, and processes. This position plays a critical role in ensuring a smooth customer experience during that transition. The Customer Support Representative serves as a front-line contact for customers navigating changes related to the acquisition. This includes assisting with new debit cards, activation, online banking setup, login issues, and general account-related questions. This is a high-volume, computer-based call center role that requires strong attention to detail, dependability, and the ability to remain professional with frustrated or upset customers. Success in this role is driven by reliability, a positive attitude, and adherence to established procedures designed to protect both the customer and the bank.

Key Responsibilities

  • Handle inbound customer calls related to the integration
  • Assist customers with new debit card activation, online banking setup and login support and the navigation of “new-to-them” banking products and services
  • Follow defined scripts and required call steps to ensure compliance and consistency
  • Fully verify customer identities and ask required security questions, even when customers are resistant
  • Document all calls accurately using internal systems and call logs
  • Identify listening cues for potential suggestive selling or service opportunities
  • Maintain awareness of call queues and service levels while managing call flow
  • Meet established Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards
  • Ability to work across multiple systems, screens, pages, and tabs simultaneously
  • Microsoft Teams and Microsoft Office applications used regularly

Work Environment & Expectations

  • Sedentary role — primarily seated at a computer throughout the day
  • Noisy call center environment with continuous phone activity
  • Not a social or “out-and-about” role; focused, desk-based work
  • Call volume is expected to be steady, with real-time visibility into calls waiting in queue
  • Performance is tracked through workforce management and quality monitoring tools

Training

  • Training is required and attendance is mandatory
  • Representatives will be trained on systems, scripts, required call steps, and customer scenarios related to the integration

Job Tags

Contract work, Work at office, Shift work

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