Customer Service Representative

Job Title: Temporary Representative I, Customer Service

Industry: Higher Education / Customer Support

Location: Herndon, VA (Remote-First)

Assignment Type: Contract-to-Hire | Approx. 6 Months

Pay: $17 – $18.50 / Hour

Work Schedule: Monday–Friday | 8:00 AM–4:45 PM ET

Benefits: This position is eligible for medical, dental, vision, and 401(k).

About Our Client:

Addison Group is partnering with a mission-driven organization in the education services space that supports colleges, universities, businesses, and government entities through data verification and student-related services. Our client is seeking customer-focused professionals to join their growing support team.

Job Description:

Our client is seeking a Temporary Representative I, Customer Service to support a fast-paced, metrics-driven customer support environment. This role is ideal for individuals who enjoy helping customers, solving problems, and working within structured service-level expectations. Representatives will handle inbound inquiries via phone, email, and web-based ticketing systems while documenting interactions and providing timely resolutions.

This position offers long-term growth opportunities, with advancement potential based on performance and tenure.

Key Responsibilities:

• Respond to inbound customer inquiries through phone, email, and online case management systems

• Assist customers with troubleshooting issues related to online services and account support

• Accurately document all interactions within Salesforce or similar CRM systems

• Escalate unresolved or high-priority issues to leadership when appropriate

• Maintain professionalism and composure during high-volume periods

• Meet productivity and customer service metrics consistently

• Collaborate with internal departments to resolve customer concerns efficiently

• Support ongoing improvements to internal processes and customer experience initiatives

• Educate users on available tools, resources, and service offerings

• Prioritize multiple tasks while maintaining attention to detail

Qualifications:

• Previous experience in a high-volume customer service or call center environment

• Comfortable handling inbound calls and managing email correspondence simultaneously

• Strong communication and problem-solving abilities

• Experience with CRM systems such as Salesforce is highly preferred

• Technical troubleshooting experience over phone or email is a plus

• Proficiency with Microsoft Office Suite, including Outlook and Excel

• Ability to work independently in a remote environment while remaining collaborative with a team

• Bilingual Spanish-speaking candidates are strongly encouraged to apply

• Candidates with demonstrated career progression and long-term tenure are highly preferred

Additional Details:

• Remote-first environment with occasional onsite meetings/training in Herndon, VA

• Candidates must reside within commuting distance of Herndon, VA and live in an approved hiring state

• Standard schedule is 40 hours per week with eligibility for overtime as needed

• Training and onboarding will be completed virtually with possible onsite requirements during the assignment

• Candidates should be comfortable working in a metrics-driven environment with productivity expectations tied to call and case volume

Perks:

• Opportunity for permanent conversion after successful contract period

• Career growth within a structured customer support organization

• Collaborative and team-oriented environment

• Exposure to higher education and student services industry

• Remote-first flexibility with strong leadership support

• Gain hands-on experience with Salesforce and customer operations systems

Addison Group is an Equal Opportunity Employer. We welcome applicants of all backgrounds and experiences.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.