Job Title: Customer Care Representative with Backup Reception Coverage

FLSA Classification: Non-Exempt

Reports to: Manager, Customer Care

Department: Customer Care

Salary: $17.04/hr

Hours: Monday – Friday 9:30 AM-6:00 PM ET 

 This role is onsite in our Philadelphia, PA Office (University City Area)

Summary/objective

The Customer Care Representative with Backup Reception Coverage provides courteous, efficient, and knowledgeable service to TruMerit applicants and customers through multiple communication channels, including telephone, email, chat, and written correspondence. This role serves as a key point of contact for applicants, supporting a high level of customer satisfaction through accurate information, effective problem resolution, timely processing of service requests, and professional documentation in a fast-paced Customer Care environment.

The role uses established procedures, internal knowledge resources, and standardized communications to answer questions about TruMerit services and application requirements; investigate and resolve routine issues; escalate complex, sensitive, or non-routine cases when appropriate; and maintain accurate applicant records and interaction notes in designated systems.

In addition to primary Customer Care responsibilities, this position provides reception and front-desk coverage in a backup capacity during breaks, absences, staffing needs, periods of increased visitor activity, or other operational demands. When providing backup reception coverage, the role welcomes visitors, applicants, and callers; supports visitor access protocols; manages incoming calls and onsite inquiries; maintains reception-related documentation; and helps ensure the front desk, lobby, and common areas remain professional, orderly, and guest-ready.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Applicant & Customer Support

• Respond to applicant and customer inquiries in spoken and written English via telephone, email, chat, and written correspondence.
• Answer questions related to TruMerit services and application requirements; research information and resolve or escalate complex issues as appropriate.
• Promote a high degree of customer satisfaction and effective problem resolution in all applicant interactions.
• Maintain professionalism and composure while managing high volumes of contacts in a fast-paced environment.
• Document all interactions, actions taken, and outcomes in the designated customer support systems.

Written Communication & Standard Responses

• Prepare clear, accurate, and professional written correspondence, adapting tone and level of detail to applicant needs.
• Use and help maintain a library/database of standardized responses under supervisory guidance; recommend edits when templates require updates.
• Apply sound judgment to determine when a response requires customization, additional research, or escalation.
• Ensure all communications meet quality expectations for grammar, clarity, formatting, and confidentiality.

Multitasking & Workload Management

• Manage multiple tasks simultaneously, prioritizing applicant contacts and service requests while meeting quality and productivity expectations.
• Navigate multiple systems and screens while maintaining accuracy and attention to detail.
• Complete accurate data entry and support the creation, retrieval, and maintenance of applicant files and related materials.

Problem Resolution & Escalation

• Investigate and resolve applicant issues by gathering information, reviewing records, and applying policy and program guidance.
• Provide accurate, consistent information to applicants to set expectations and support successful completion of service requests.
• Escalate complex, sensitive, or non-routine cases to a supervisor/manager when appropriate and follow through to resolution.

Backup Front Desk & Visitor Support

• Provide backup reception coverage during breaks, absences, staffing needs, increased visitor activity, or other operational demands.
• Greet visitors, applicants, and guests courteously and professionally upon arrival when assigned to front-desk coverage.
• Issue, track, and retrieve visitor identification badges for individuals authorized beyond the reception area.
• Notify and coordinate with authorized TruMerit staff to meet and escort visitors beyond the reception area as appropriate.
• Maintain the front desk, reception, and lobby areas in a clean, organized, and professional condition while providing coverage.

Telephone, Incoming Communications & Reception Coverage

• Operate a multi-line telephone system, ensuring incoming calls are answered promptly and professionally.
• Answer, screen, and direct incoming calls to the appropriate department or personnel; take accurate messages or transfer callers to voicemail when necessary.
• Provide basic information and directions to callers and onsite visitors, using available reference materials and internal resources.
• Use sound judgment to identify urgent or sensitive inquiries and escalate or route appropriately.
• Balance Customer Care duties with backup reception coverage by prioritizing applicant contacts, front-desk needs, and time-sensitive service requests in accordance with established policies, procedures, and service standards.

Administrative & Clerical Support

• Assist with special mailings, administrative support tasks, and correspondence projects as assigned.
• Perform accurate data entry and support filing, scanning, copying, and document preparation as needed.
• Manage multiple tasks simultaneously, prioritizing front-desk coverage and time-sensitive requests while maintaining accuracy and professionalism.

Applicant/Visitor Information Support & Escalation

• Use computer systems to provide applicants with basic program information both by phone and in person.
• Connect applicants, visitors, or callers with the appropriate staff member when additional assistance is required.
• Escalate non-routine, sensitive, or complex issues to a supervisor/manager and follow through to ensure appropriate handoff.

Records, Security Protocols & Confidentiality

• Maintain accurate visitor logs, badge issuance records, and other reception-related documentation in accordance with established procedures.
• Support visitor access protocols by confirming authorization and coordinating escorts as required.
• Maintain confidentiality and exercise discretion when handling sensitive applicants or organizational information.

General Support

• Support Customer Care and broader organizational operations through effective front-desk coverage and administrative assistance.
• Communicate recurring issues or facility/visitor concerns to leadership to support smooth day-to-day operations.
• Perform other duties as assigned to support departmental and organizational objectives.

Competencies

• Strong customer service orientation with a professional and welcoming demeanor
• Effective verbal and interpersonal communication skills
• Ability to manage multiple tasks and prioritize effectively
• Strong attention to detail and organizational skills
• Ability to work independently and follow direction as assigned
• Demonstrated professionalism, discretion, and tact when interacting with clients and visitors
• Positive attitude with willingness to learn and contribute to team and departmental initiatives

Supervisory responsibilities

This position does not have direct supervisory responsibility.

Work environment

Professional office environment. Primary duties are performed within Customer Care using computer, telephone, and customer support systems. The position also provides backup front-desk coverage in the reception area as needed to support visitor access, incoming calls, and onsite inquiries.

Physical demands

• Ability to remain in a stationary position for approximately 70% of the workday.
• Frequent use of computers, including extended periods of screen viewing, keyboarding, mouse use, and repetitive hand and wrist motion.
• Regular use of telephones and standard office equipment.

Travel required

This position does not require business travel. Because backup reception coverage requires onsite availability to welcome visitors, support front-desk operations, and respond to onsite needs, the role requires consistent, on-site presence at the office Monday through Friday from 9:30 a.m. to 6:00 p.m. Candidates must reside within a reasonable commuting distance and be able to reliably report to the office each workday, on time.

Required education and experience

• High school diploma or GED required.
• Intermediate or higher proficiency in Microsoft Office applications and experience working with relational databases.
• Fluent in spoken and written English.
• Professional telephone presence with the ability to operate standard office equipment efficiently.
• Exceptional verbal and interpersonal communication skills, with a natural ability to build rapport and create a welcoming, positive experience for visitors and callers.
• Demonstrated problem-solving and issue-resolution skills, with confidence and enthusiasm to assist others effectively and ensure they feel heard and valued.

Preferred education and experience

• Prior customer service, customer care, receptionist, or administrative experience in an office environment.
• Experience supporting a high-volume front desk, multi-line phone system, or applicant/customer support queue.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Affirmative Action/EEO statement

TruMerit, formerly CGFNS International, Inc., is an equal opportunity employer committed to inclusion and diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.

TruMerit, formerly CGFNS International, Inc., will not discriminate against or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.

Reasonable accommodation is available for applicants with disabilities or religious needs.