Customer Service Admin

Job Description

Job Description

DEPARTMENT: Customer Service

JOB TITLE Customer Service Admin

REPORTS TO: Customer Service Supervisor

Pay: $18 an hour, with monthly bonus potential

Hours: 9am-6pm M-F, Rotating Saturdays (11am-3pm, approx. once a month, can be traded)

Training Class Start Date: 10/05/2026- Training hours 9am- 5pm 

WHO WE ARE: Nuvative is a fast-growing innovative technology company impacting employees through continuing education and guidance. As an employer of choice, we provide our employees with a culture of kindness, fairness, self-development, contribution, collaboration, diversity, innovation, and fun. 

OUR OFFERING: We provide our customers with the opportunity to secure the cash they need, quickly and securely online through our subsidiary, Net Pay Advance, Inc. Our suite of online lending solutions features payday loans, installment loans, and line of credit.

JOB PURPOSE: The main responsibilities of a customer service admin is to provide administrative support to our customer service team. This role is critical in ensuring the smooth operation of the customer service department by managing records, coordinating schedules, and assisting with internal communication and reporting. The ideal candidate will have excellent organizational skills, a proactive approach to problem-solving, and a strong commitment to supporting team success.

RESPONSIBILITIES:

• Maintain and update customer service records, databases, and documentation.
• Assist in preparing reports and presentations for management.
• Manage incoming correspondence, including emails and calls, and direct them to the appropriate team members.
• Schedule and coordinate meetings, training sessions, and team activities.
• Track and manage attendance, schedules, and time-off requests for the customer service team.
• Support onboarding processes for new hires, including system setup and training coordination.
• Oversee the use of customer service tools and platforms, ensuring accurate data entry and usage compliance.
• Troubleshoot basic system issues or escalate technical concerns to the appropriate department.
• Ensure that all systems and records are updated with the latest information, policies, and procedures.
• Assist with escalated or complex customer inquiries when needed, ensuring timely resolution.
• Serve as a point of contact for internal questions from team members about policies or processes.
• Maintain a high level of professionalism when interacting with customers or internal stakeholders.
• Compile and distribute performance reports, including customer feedback, call statistics, and SLA metrics.
• Identify trends and inconsistencies in reporting data, communicating insights to the management team.
• Proactively identify opportunities to streamline administrative processes and improve efficiency.
• Collaborate with the customer service team to ensure alignment with company policies and goals.

QUALIFICATIONS:

1. 2–4+ years of administrative experience (preferably in a call center or customer service environment)
2. Strong organizational and time-management skills
3. Ability to manage multiple priorities and deadlines simultaneously
4. Excellent written and verbal communication skills
5. Professional phone and email etiquette
6. Ability to handle escalated customer concerns calmly and effectively
7. Strong interpersonal skills when supporting internal team members
8. Ability to explain policies and procedures clearly
9. Experience compiling call statistics, SLAs, and customer feedback reports
10. Ability to identify trends, discrepancies, and performance insights

WHY WORK FOR US: At Nuvative, you’ll find an environment where our team is the core of what we do, and good work is rewarded, and growth is valued. Nuvative offers competitive wages to qualified individuals and the opportunity to grow professionally and personally through diverse work experiences and hands on training. The heart of our employee culture are the values that we not only preach, but also practice every day:

1. Initiative: Handling opportunities with confidence and enthusiasm.
2. Persistence: Moving forward in the face of adversity.
3. Teamwork: Uniting the combined effort of our organization.
4. Respect: Considering the feelings of others in your action.
5. Integrity: Maintaining honesty and strong principles.
6. Innovation: Inspiring progress with results and ingenuity.

WHAT WE CAN OFFER YOU: 

1. Medical, Dental and Vision insurance.
2. Flexible Spending Account
3. 401(k)
4. Voluntary Life Insurance and AD&D
5. Employee Assistance Program
6. Paid time off
7. Holidays

The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel in this position.