Customer Service Representative

Customer Service Representative (CSR) – Seasonal (In Office – Indianapolis, IN)

Balance Platforms is seeking a Customer Service Representative (CSR) to serve as the primary point of contact for inbound client communication and internal task coordination. This role centers around handling inbound phone calls, routing requests, and ensuring all communication is properly captured and directed to the appropriate team members. The CSR plays a key role in keeping workflows organized and ensuring nothing falls through the cracks. This is a seasonal, in-office role with the potential to transition into a full-time position based on performance and company needs.

What You’ll Be Responsible For

• Answer and manage inbound client phone calls in a professional and efficient manner.
• Triage incoming requests and route them to the appropriate internal teams (Sales, Account Management, Production, or Admin).
• Create and assign tasks to ensure all client communication is documented and followed up on.
• Provide basic file status updates when appropriate and escalated more complex requests.
• Make outbound calls to clients when additional follow-up is needed to support file progression.
• Support the Admin team by ensuring communication gaps are minimized and follow-ups are initiated when needed.

Performance Expectations

• Maintain consistent responsiveness to inbound calls throughout the day.
• Accurately capture and route client requests with minimal errors or rework.
• Ensure every interaction results in a clear next step (task created, routed, or escalated).
• Follow established workflows and documentation standards consistently.
• Contribute to keeping projects moving by initiating follow-up calls when needed.

Qualifications

• Strong verbal communication skills and professionalism on the phone.
• High attention to detail and organizational ability.
• Ability to manage multiple conversations and tasks throughout the day.
• Basic computer proficiency (experience with CRM systems such as HubSpot is a plus).
• Prior customer service or administrative experience preferred but not required.