Customer Service Representative

Essential Duties, Functions and Responsibilities

• Handle inbound and outbound customer interactions via phone, email, and chat.
• Provide accurate information regarding orders, shipments, delivery timelines, and product inquiries.
• Resolve customer issues including delays, damaged items, incorrect shipments, and general service concerns.
• Maintain professionalism and empathy in all customer interactions.
• Track and update customers on order status and delivery progress.
• Cook with internal teams (warehouse, logistics, e-commerce) to resolve delivery-related issues.
• Ensure adherence to company policies, customer service standards, and communication guidelines.
• Escalate complex or unresolved issues to Customer Service Lead or Supervisor as needed.

Competencies/Skills/Abilities

• Excellent interpersonal and customer service skills.
• Ensure consistent, high-quality customer experience across all communication channels.
• Able to resolve escalated customer issues with professionalism and urgency.
• Handle inbound and outbound customer interactions via phone, email, and chat formats.
• Maintain accurate documentation of customer interactions in CRM systems.
• Meet or exceed daily and weekly performance metrics, including: Response Time, First Contact Resolution (FCR), Customer Satisfaction (CSAT).

Required Education and Experience

• A high school diploma or equivalent.
• One to two years of customer service or call center experience preferred.
• Strong verbal and written communication skills.
• Ability to multitask and navigate multiple systems simultaneously.
• Comfortable working in a high-volume, fast-paced environment.
• Basic computer proficiency (CRM systems, email, chat platforms).

Benefits

• Full Time 8:00am - 5:00pm
• Health insurance with Company contribution
• Health savings account
• Vision insurance
• Dental insurance
• Company Funded Life insurance
• 401(k) matching
• AD&D insurance
• Disability insurance
• Paid holidays
• Paid time off
• Employee discount
• Employee assistance program

Work Environment

Work is typically performed at our Corporate office, indoors in an environmentally controlled office environment. There is little to no exposure to extreme environmental conditions and/or job hazards.