Customer Service Representative

Customer Service Representative

Copay is currently looking to hire a Customer Service Representative within our ALE Solutions division. This position falls under our Lodging line of business and is located in St. Charles, IL. In this role, you will support clients by coordinating service accommodations, including temporary housing or hotel placements, while delivering exceptional customer service and ensuring clear communication throughout the process. You will report directly to Customer Service Supervisor and regularly collaborate with cross-functional teams across the lodging department.

As a Customer Service Representative, Copay will set you up for success by providing:

• Hybrid workspace in St. Charles, IL
• Company-issued equipment
• Formal, hands-on training

The responsibilities of the role will include:

• Communicating with clients to assess and meet service needs
• Coordinating temporary housing or hotel accommodation based on client requirements
• Explaining procedures, costs, and timelines clearly and compassionately
• Utilizing internal tools and external platforms to search and confirm reservations
• Negotiating rates and coordinating directly with property managers or hotels
• Handling escalated service issues with professionalism and care
• Maintaining accurate and timely documentation in internal systems
• Managing tasks and follow-ups related to check-ins, extensions, payments, and communications
• Supporting the department by answering incoming calls and emails
• Performing additional duties as assigned

Qualifications & Skills:

• High school diploma or equivalent required; college degree preferred
• Minimum 2 years of customer service or administrative experience
• Proficiency with Microsoft Office (Excel, Word, Outlook)
• Strong written and verbal communication skills
• Highly organized, detail-oriented, and capable of multitasking in a fast-paced setting
• Demonstrated problem-solving ability and sound judgment
• Experience with customer databases or case management systems is a plus
• Ability to work collaboratively and independently

Benefits & Perks:

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401k plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

Equal Opportunity/Affirmative Action Employer

Copay is an Equal Opportunity Employer. Copay provides equal employment opportunities to all qualified applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

Pay Transparency

This salary range is provided for Illinois which require such disclosure. Where a position or applicant may fall into a particular wage range depends on several factors including but not limited to skill sets, experience training licenses and certifications (if applicable), and other business and organizational needs. The disclosed range has not been adjusted for the applicable geographic markets. At Copay it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions depend on the facts and circumstances of each case. The estimate of the minimum and maximum salary range is $15.00 - $19.00 per hour.