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Customer Care Associate II

Customer Care | Mechanicsburg, PA | Full Time

Job Description

Job Title


Customer Care Associate II


Job Description


Responsible for responding to customer inquires and complaints regarding records, billings, contact renewals, and supply returns associated with assigned project and/or contract. Answers and initiates a variety of real-time inbound and outbound voice-based communications in English or other languages to support customer care. Using a computerized system, respond to customer inquiries in a call center environment. Resolve customer queries and complaints, which fall within the scope of the assigned responsibilities. Agents will have at their disposal a range of tools, processes and systems to address the customers inquiries with speed and efficiency.  The purpose of the role is to respond to inbound and/or written inquiries from clients/customers.  Ensure high level of customer satisfaction is obtained with each interaction. Role is responsible for assigned population of customers within a specified region of support.


Reporting Relationship


The Customer Care Associate reports directly to the Customer Care Supervisor.




Responsibilities include, but are not limited to:

  1. Respond to telephone inquiries and complaints using standard scripts and procedures
  2. Gather information, research/resolve inquiries and log customer calls
  3. Communicate appropriate options for resolution in a timely manner
  4. Inform customers about services available and assess customer needs
  5. Prepare standard reports to track workload, response time and quality of input
  6. Maintain adherence in areas such as attendance, punctuality, use of time off, etc. in accordance to the BlackCSI Employee Handbook.



  • Essential Skills:
    1. At least two (2) years of help desk support experience
    2. Must be able to provide sufficient and reliable transportation to and from the office.
    3. Intermediate level job with some work experience
    4. Has developed knowledge and skills through formal training & applies these to complete assigned work within own area of expertise
    5. Identifies problems in straightforward situations and makes sound decisions using standard procedures
    6. Works within established procedures with a moderate degree of supervision
    7. Adhere to company and project policies and procedures
    8. High School Diploma or GED
    9. Candidates must pass a criminal background check and drug screen to qualify for consideration. Veterans who have served in our armed forces, Spanish speaking, and persons with disabilities are strongly encouraged to apply.



  • Desired Skills
    1. Proficiency with Microsoft Office applications including Outlook, Word, Excel and PowerPoint.
    2. Ability to prioritize projects, work relatively independently, manage multiple tasks, and meet deadlines.
    3. Strong customer service skills.
    4. Above average written and verbal communication skills including editing and proof reading.
    5. Ability to address all levels of staff and outside contacts are required.


  • Work Location 
    1. Middletown, PA – must have reliable transportation.


BlackCSI is an equal opportunity employer.