Customer Service Representative

About the role

The Customer Service Representative is responsible for answering and routing a high volume of customer calls and emails. This role involves receiving customer service requests, creating service orders for dispatch, and serving as a customer and supplier-facing position in a high-volume environment.

Responsibilities

• Answer a high volume of inbound calls and emails in a timely manner with continuous flow for initial order entry.
• Update customer's external (third-party) work order systems by accepting, noting, and closing in accordance with their individual metrics.
• Perform initial call/email triage for scope definition and required response time.
• Follow up with customers to advise on receipt, acceptance, or rejection of requests.
• Perform other related duties as assigned by management.

Requirements

• High school diploma or general education degree (GED), or one to three months of related experience and/or training, or equivalent combination of education and experience.
• Associate degree (AA) or equivalent from a two-year college or technical school, or six months to one year of related experience and/or training, or equivalent combination of education and experience.
• Computer skills required; proficiency in Microsoft Office Suite.

Skills

• Ethics: Treats people with respect; keeps commitments; inspires trust; works with integrity; upholds organizational values.
• Adaptability: Adapts to changes in the work environment; manages competing demands; adjusts approach to fit the situation; handles frequent change, delays, or unexpected events.
• Attendance/Punctuality: Consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
• Customer Service: Manages difficult or emotional customer situations; responds promptly to customer needs; solicits feedback to improve service; meets commitments.
• Interpersonal Skills: Focuses on solving conflict, not blaming; maintains confidentiality; listens without interrupting; keeps emotions under control; remains open to others' ideas.
• Written Communication: Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; reads and interprets written information.

Physical Demands and Work Environment

• Occasionally required to stand and walk.
• Continually required to sit and utilize hand and finger dexterity.
• Occasionally required to climb, balance, bend, stoop, kneel, or crawl.
• Continually required to talk or hear.
• Noise level in the work environment is usually moderate.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.