Customer Service Representative

Title: Customer Service Representative

Location: 450 N. Stephanie Street #200, Henderson, NV

Salary: $17/hr

About PSI

Join Us at PSI - Where You Belong, Grow, and Thrive!

At PSI, we believe that people achieve their best when they feel they truly belong. That's why fairness and opportunity are at the heart of everything we do - not just words, but values deeply embedded in our culture and the full employee experience.

We're proud to foster an environment where everyone is supported to reach their full potential. From your first day through every step of your journey with us, you'll feel the difference in how we work, grow, and succeed together.

What You Can Expect From Us - We know that great work starts with feeling valued. That's why we've benchmarked all our roles against local market rates and why you'll always see salary details in our job postings. We believe in transparency, and we want you to feel confident that your next move aligns with your expectations.

About the Role

The Candidate (Customer) Care Representative is responsible for providing operational and investigative support to multiple departments to ensure a superior level of Candidate Care. This position calls for a team player who can work independently with minimal supervision. This is a semi-sedentary position, working in a fast-paced call center environment.

This is a full-time permanent role during test center opening hours. The incumbent may need to be available to support critical issues during evenings and over weekends.

Role Responsibilities

• Work with various departments to support all activities related to the Candidate Care team.
• Coordinate internal projects and determine the best utilization of resources to increase candidate satisfaction.
• Complete full circle site investigations to include researching incident reports, managing candidate care inbox, and de-escalating candidate concerns via email and telephone.
• Communicate with the Test Center Leadership and follow up with candidates on investigation results.
• Maintain the confidentiality of sensitive personnel information.
• Ensure appropriate measures are taken to address candidate feedback.
• Manage lost and found shared inbox, coordinating items for pick up as needed.
• Manage displaced candidate emails and assist rescheduling candidates.
• Maintain and manage candidate data for reporting purposes.
• Create and maintain candidate cases on behalf of the candidates.
• Manage and respond to e-mails, communicating with other departments, and candidate care teams for resolution.
• Respond directly to information requests initiated by candidates, client services, and leadership utilizing a variety of systems.
• Develop and maintain a working-level understanding of all scheduling platforms, services provided, and strategic communication plans.
• Assist with registration and schedule CSRs on an as-needed basis.

Knowledge, Skills and Experience Requirements

• High school diploma or equivalent required.
• Experience in a call center environment expected.
• Experience in a Tier 2 customer service role preferred.
• Acceptable attendance point balance in previous roles expected.
• Working knowledge of Microsoft Office applications desirable.

Benefits & Culture

Alongside a competitive salary, we offer a comprehensive benefits package designed to support your well-being, your future, and your sense of purpose:

• Retirement Benefits: 401(k), pension, or country-specific retirement plans with employer contributions
• Generous Time Off: Enhanced paid time off/annual leave policies
• Health & Wellbeing Coverage: Medical insurance tailored to your region, plus:
• US: Dental, vision, life, and short-term disability insurance
• UK: Medical cashback plan including dental, vision, and income protection
• Flexible Spending Accounts (US)
• Employee Assistance Program (EAP): Confidential support whenever you need it
• Work-Life Balance: We understand life happens outside of work, and we fully support flexibility
• Wellness Culture: Regular global wellness initiatives to help you stay healthy and inspired
• Future Planning: Tools and support to help you grow personally and professionally
• Giving Back: Enjoy a Volunteer Day each year and opportunities to support our communities and industry

At PSI, we're more than just a workplace - we're a global team driven by shared values and real impact. If you're ready to be part of a company that's committed to your growth and well-being, we'd love to hear from you.