Client Services Representative (Temporary)

Location: Remote contact center role based in the USA, with scheduled hours between 8:00 a.m. and 8:00 p.m. Eastern Time

Pay rate: $15.97–$41.00 per hour

Company

Baker Tilly provides accounting, tax, assurance, and business advisory services through a global professional services network.

What you will do

• Handle high volumes of inbound and outbound customer contacts and identify needs, research issues, and provide solutions.
• Maintain ownership of assigned cases and document contact details accurately in the ticketing system.
• Collaborate with service partners and department personnel to resolve cases and manage fluctuating workloads.
• Follow scripts, procedures, job aids, client-specific guidelines, and compliance requirements.
• Meet contact quality, call monitoring, productivity, and customer satisfaction targets.
• Complete educational seminars and maintain knowledge of policy and procedure updates.

Requirements

• High school diploma required; an associate’s degree is preferred, or two years of highly engaged customer service experience may substitute.
• Customer service experience, strong communication, active listening, empathy, adaptability, and de-escalation skills.
• Strong data entry skills and proficiency using a PC with multiple applications simultaneously.
• Ability to work effectively in a remote contact center with a hard-wired Ethernet connection, or high-speed Wi-Fi providing at least 100 Mbps download and 10 Mbps upload speeds.
• Ability to work variable 8.5-hour shifts within 8:00 a.m.–8:00 p.m. Eastern Time.
• Understanding of confidentiality requirements, sensitive health information, HIPAA regulations, and applicable compliance guidelines.

Nice to have

• Associate’s degree.
• Basic understanding of health insurance terminology.

Culture & Benefits

• Temporary assignment beginning in September and continuing through March 2027.
• Professional, quality-focused customer service environment with continuing education requirements.
• Comprehensive compensation and benefits package for eligible employees.
• Advance notice of schedule changes when business needs require variable shifts.