Participant Service Representative

at Dunhill Professional Search
Location Charleston, South Carolina
Date Posted June 22, 2022
Category Call Centre / CustomerService
Job Type Full Time


Participant Service Representative (PSR) is responsible to provide outstanding call center service to our participants by answering questions, handling feedback concerns, and troubleshooting problems with our products and services within the finance industry. The service representative may handle a high volume of inbound and/or outbound calls and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their call, address all questions or concerns, and provide an accurate and efficient response.

Monitor personal performance relative to defined department performance targets.
Assist plan participants by telephone, chat, or email by answering any questions, provide information about products or services and/or obtain any details of feedback.
Ability to successfully adapt and perform during times of high call volume.
Strong written and verbal communication skills.
Strong listening ability to interpret and clarify information being provided by customers.
Strong commitment to providing quality service.
Keep records of participant interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Follow through to ensure that appropriate changes were made to resolve customers' concerns.
Contact customers to respond to inquiries and resolve customers' concerns.
Obtain and evaluate all relevant information to handle inquiries and complaints.
Record details of inquiries, comments, and complaints in our operating system as well as any actions taken.
Meet service level and quality requirements on a daily basis
Communicate and coordinate with internal departments.
Keen attention to detail and accuracy.

Basic Qualifications:
High School Diploma or G.E.D.
1+ years of experience in a call center environment.
Demonstrated proficiency with MS Office products and common workplace internet software and applications.
Type 45 words per minute
Finance focus a plus
Public Trust clearance a plus

Additional Preferred Skills and Qualifications:
Working knowledge of contact center operations
Experience with contact center and/or direct customer service experience.
Demonstrated ability to achieve and maintain quality and efficiency standards in a high volume, high velocity work environment.
Rapidly responds to emails and establishes clear communication cadences.
No relocation support provided

Physical Demands
Light office duties which may include sitting for prolonged periods of time, viewing digital screens for prolonged periods of time, lifting up to 10 pounds, use of a desk or mobile phone, typing on a keyboard, writing with a pen, pencil, or stylus, etc.


Self-starter - take initiative and proactively offer solutions to problems.
Critical thinker with the ability to solve complex problems.
Outstanding attention to detail and organizational skills
Exceptional customer service and problem-solving skills.
Demonstrated willingness to innovate

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