Customer Service Representative

Key Responsibilities

• Answer incoming phone calls and emails in a professional, friendly, and timely manner
• Serve as the primary point of contact for customer inquiries, requests, and issues
• Accurately document customer interactions and requests in internal systems
• Routinely communicate status updates to customers to ensure a positive experience
• Billing & Accounts Receivable Support:
• Assist with invoicing, billing questions, and account inquiries
• Support accounts receivable activities, including payment follow-up and basic reconciliation
• Closely work with the finance team to resolve discrepancies and ensure accurate records
• Maintain professionalism and tact when discussing billing or payment matters with customers
• Quoting & Administrative Support:
• Assist with preparing customer quotes for services, equipment, and supplies
• Coincide with sales, service, and technical teams to gather required information for quotes
• Ensure pricing, quantities, and details are accurate before delivery to customers
• Support general administrative and operational tasks as needed
• Technology & Process Improvement:
• Use Microsoft Excel and Microsoft 365 applications daily to track, organize, and report information
• Learn and adapt quickly to new systems, tools, and workflows
• Embrace technology improvements and automation, including AI-driven tools and processes
• Identify opportunities to improve customer experience and internal efficiency

Requirements

• 2+ years of customer service experience (phone and email support required)
• Strong verbal and written communication skills
• High proficiency in Microsoft Excel and Microsoft 365 applications
• Excellent organizational skills and attention to detail
• Ability to manage multiple tasks and priorities in a fast-paced environment
• Professional, customer-first mindset

Preferred Qualifications

• Experience with billing and/or accounts receivable (AR)
• Experience in Managed IT Services, copiers/printers, or mailing systems
• Familiarity with ERP, PSA, or CRM systems (e.g., E-Automate, ConnectWise, or similar)
• Experience supporting quoting or sales administration functions
• Comfort working cross-functionally with operations, finance, sales, and technical teams