Customer Service Representative
Job ID: Non-Exempt, Hourly role in the Customer Service department reporting to the Customer Service Manager.
About the role
The Customer Service Representative plays a vital role in ensuring a positive customer experience by serving as the primary point of contact between clients and the company. This role involves responding to inquiries, resolving issues efficiently, and maintaining strong customer relationships across phone, email, and chat support channels.
Responsibilities
- Serve as the primary point of contact for customers via phone and/or email.
- Respond promptly and professionally to customer inquiries, providing accurate information and assistance.
- Troubleshoot and resolve customer issues efficiently while ensuring a positive customer experience.
- Escalate complex issues to appropriate departments when necessary for resolution.
- Maintain detailed records of customer interactions, feedback, and resolutions in the system.
- Build and maintain strong customer relationships through clear and courteous communication.
- Collaborate with internal teams to address customer needs and improve service processes.
- Stay up to date on company products, services, and policies to provide accurate and timely information.
Requirements
- High school diploma or equivalent; post-secondary education preferred.
- 0–2 years of customer service or related experience (entry-level acceptable).
- Strong verbal and written communication skills.
- Basic problem-solving and conflict-resolution abilities.
- Comfortable using customer service software, CRM tools, and Microsoft Office applications.
- Ability to handle multiple inquiries in a fast-paced environment with professionalism and accuracy.
- Positive attitude, strong interpersonal skills, and a willingness to learn.
- Flexibility to work varied shifts, including evenings or weekends if required.
Physical Demands
- Sitting: 8-hour work shift.
Work Environment & Schedule
- Day Shift, Full Time, On-site.
- May occasionally require weekends or overtime.
Pay
Hourly rate: $18.00–25.00, dependent on experience.
Benefits
- Day Shift (No Overnights).
- Paid Holidays.
- 401(k) Plan with company match.
- Full benefits package including medical, dental, vision, life, disability, and supplemental plans.
- PTO & Sick Time.
About Southwest Accessory Group
Southwest Accessories Group is committed to being the premier supplier of accessories by serving our customers with precision, responsiveness, and integrity. We fulfill their needs in an accurate and seamless manner, grounded in a culture of excellence and grit. We strive to be the employer of choice by fostering a workplace where every individual feels valued and empowered. Through clear goals, strong communication, and aligned purpose, we provide meaningful opportunities for professional growth and personal worth. We are dedicated to maintaining an efficient and profitable organization, ensuring long-term value creation for our owners through principled leadership and operational alignment. Our employees, our customers, and our community are our most valuable assets. It is our responsibility to provide a professional atmosphere based on sound business ethics, honesty, and integrity.
Consistent with the Americans with Disabilities Act (ADA) in the State of Texas, Frank Kent Enterprises LTD provides reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. Requests for reasonable accommodation apply to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact Dana Beard at danab@swagoe.com.