Customer Service Representative

Duties and Responsibilities

• Adheres to and exemplifies behaviors aligned with company core values
• Answers inbound calls, emails, and other inquiries to place orders, provide information, and resolve issues in a timely and professional manner
• Accurately processes customer orders using integrated customer service systems
• Maintains a thorough understanding of company products, offerings, promotions, policies, and procedures to effectively support customer needs
• Aids customers with website navigation, online ordering, account questions, and troubleshooting technical issues
• Serves as first point of contact for customer inquiries and escalates appropriately using complaint workflow
• Aids customers at the will call window by verifying their order information and retrieving the correct order for pick up
• Obtains customer’s signature to confirm receipt of the order and ensures accurate documentation
• Coincides closely with internal teams to resolve customer issues and ensure consistent service delivery
• Follows Customer Service standard operating procedures to meet established performance and service standards
• Documents customer interactions, actions taken, and resolutions accurately and thoroughly in customer service systems
• Identifies customer needs and suggests appropriate products or solutions to enhance customer experience and support sales opportunities
• Performs all other duties as assigned

Skills

• Effective written and verbal communication skills with the ability to clearly, professionally, and courteously assist customers
• Strong listening skills and attention to detail to accurately understand customer needs and provide appropriate solutions
• Ability to quickly learn, adapt to, and work efficiently within customer service systems, order processing platforms, and internal tools
• Comfort navigating multiple systems and screens while maintaining accuracy and responsiveness
• Capability to handle increased call volume while maintaining service quality and professionalism
• Strong time-management skills with the ability to adjust pace based on workload and business needs
• Basic computer proficiency with accurate data entry skills

Education/Experience

• High school diploma or equivalent, AA preferred
• 2-3 Years previous Customer Service experience required
• Call Center Experience preferred