Job Summary

Customer Service Representative

  • Location:
    Westwood, Massachusetts
  • Salary:
    16.5 $ - 19 $ / Hour
  • Job reference:
  • Category:
    Help Desk/Technical Support
  • Contract Type:
    Contract/Temp to Hire

Modis is looking for several call center representatives for an excellent employer in Westwood.  We are seeking professional, motivated, service-oriented individuals to provide retirement plan participants with information regarding their 401(k) and Defined Benefit plans. In this role, you will provide comprehensive, high quality service to help participants make more informed decisions by educating them on plan features and investment options to help fulfilL their plans for retirement. The rep  will communicate with our customers, resolve their inquiries, listen for unspoken needs, perform financial transactions and respond effectively to each participant.
Job Responsibilities:

  • Handle consistent volumes inbound customer calls per day generated from routine inquiries (account balance) to complex transactions (inter-account transfers)
  • Provide outstanding customer service and accurate information to inbound callers about all aspects of their accounts
  • Partner across the organization to research and resolve complex inquiries
  • Work in a fast-paced environment where achieving target service levels (80% of call answered in 30 seconds) are top priority
  • Build quick rapport with participants within the span of a phone call achieving first call resolution
  • Assist customers with any technical issues experienced with our website and escalate any issues to management appropriately.
  • Negotiate 'win-win' solutions to participant inquiries and issues directly or by consulting with appropriate resources
  • Document and track significant discussions or complaints. Initiate follow-up as appropriate
  • Identify trends and patterns of participant issues, and escalate to appropriate resources


  • Ability to work under pressure
  • Excellent communication, problem solving and time management skills
  • Excellent listening skills and the ability to ask probing questions to understand participant concerns
  • Ability to work in a department where calls are monitored and coached on a regular basis to provide constructive feedback for immediate improvement and personal development
  • Fluency in Spanish an asset
  • Financial services experience
  • Ability to develop quick rapport with customer base by demonstrating excellent interpersonal and communication skills


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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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