Customer Service Representative

About The Role

The Customer Support Representative I (CSR I) is responsible for professionally managing incoming calls and written communications, ensuring customer inquiries are handled promptly, accurately, and in alignment with established guidelines. This role troubleshoots and resolves customer issues by analyzing information, coordinating with internal teams, and serving as an effective liaison between departments and external partners. The representative uses company systems and tools to perform tasks efficiently and support both customer needs and organizational objectives. The CSR I maintains strong communication with management regarding any situations that could impact the company.

This role is expected to build and sustain positive customer relationships while demonstrating strong work ethic, clear verbal and written communication skills, effective time management, and the ability to work well under pressure. Consistency, attention to detail, organization, flexibility, honesty, and teamwork are essential traits for success in this position.

Serve as the primary point of contact for customers, vendors, brokers, and internal teams, manage inbound calls and written communications professionally and efficiently

Resolve customer issues by analyzing information, troubleshooting, and coordinating across departments and external partners

Handle escalations and de-escalate complex customer situations while adhering to SLAs and company policies

Process account and document-related tasks such as contract adjustments, invoices, automatic payments, and lease assumptions

Prepare and distribute customer documentation and maintain accurate records in company systems

Utilize internal tools and systems to complete daily responsibilities with accuracy and efficiency

Maintain clear, detailed notes and documentation in customer databases

Collaborate cross-functionally to support customer needs and ensure seamless service delivery

Communicate effectively with leadership on issues that may impact customers or the business

Ensure confidentiality of all customer and company information

Follow all company policies, procedures, and regulatory requirements

Provide exceptional customer service and contribute positively to team culture and organizational goals

About You

• 2+ years of customer service or call center experience in a high-volume, multi-channel environment
• 1+ year of experience handling issue resolution, troubleshooting, and escalations within defined SLAs/policies
• Experience in equipment, consumer, or commercial leasing operations (buyouts, assumptions, assignments, etc.) is a plus
• High school diploma or equivalent required
• Strong verbal and written communication skills
• Active listener with a customer-first mindset
• Demonstrated empathy, patience, and professionalism in customer interactions
• Strong problem-solving and critical thinking skills
• Ability to de-escalate challenging situations confidently
• Highly organized with strong attention to detail
• Effective time management and ability to multitask in a fast-paced environment
• Positive attitude with a strong sense of ownership and initiative