CUSTOMER SERVICE REPRESENTATIVE

About the role

The Customer Service Representative serves as the first point of contact for customers calling Custom Truck One Source (CTOS). This role is responsible for answering inbound phone calls, providing accurate information regarding quotes and unit availability, and creating a positive first impression through a friendly, welcoming, and professional demeanor.

Responsibilities

• Answer inbound phone calls promptly and professionally on behalf of CTOS.
• Greet customers with a friendly, welcoming tone and represent CTOS positively as the initial point of contact.
• Assist customers by providing accurate information regarding pricing quotes, unit availability, and general product inquiries.
• Actively listen to customer needs and direct inquiries to the appropriate departments when necessary.
• Accurately enter and maintain customer and call-related information within Salesforce.
• Resolve basic customer questions or concerns efficiently and professionally.
• Maintain high standards for call quality, customer satisfaction, and responsiveness.
• Adhere to CTOS policies, procedures, and customer service expectations.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent required.
• Experience with Salesforce CRM system.
• 2 years experience in customer service, call center, or sales support preferred.
• Bilingual preferred.

Skills

• Strong verbal communication and interpersonal skills.
• Comfortable handling a high volume of inbound calls.
• Ability to multitask and navigate computer systems while speaking with customers.
• Positive attitude with a strong commitment to customer satisfaction.
• Dependable, punctual, and able to work in a fast-paced environment.
• Oral expression and comprehension: the ability to communicate information and ideas in speaking so others will understand, and to listen to and understand information presented through spoken words.
• Written comprehension and expression: the ability to read and understand information presented in writing, and to communicate information in writing so others will understand.
• Reasoning: the ability to apply general rules to specific problems, and to recognize when something is wrong or likely to go wrong.

Physical Requirements

• Ability to sit or stand for long periods of time while performing duties.
• Ability to bend, stoop, and lift up to 10 lbs.
• Ability to work around common office equipment, supplies, and environments.
• Maintain a professional demeanor with clients and team members.