Customer Service Representative

Key Responsibilities

• Respond to basic customer inquiries via phone, email, chat, or service systems.
• Resolve routine customer issues by following scripts, procedures, and knowledge base guidance.
• Escalate complex or unresolved issues to higher-level representatives or supervisors.
• Document customer interactions, case details, and resolutions accurately in CRM or ticketing systems.
• Maintain service levels for response time, accuracy, and customer satisfaction.
• Provide basic product or service information to support customer needs.
• Follow company policies, schedules, and service standards in daily interactions.
• Support the company’s operating model (SOAR) and contribute to business value drivers through operational excellence, continuous improvement, collaboration, and customer focus.

Requirements & Tech Stack

• High school diploma required; associate degree preferred.
• Beginning knowledge of customer service practices, communication techniques, and support procedures.
• Basic computer literacy and ability to learn CRM, ticketing, and service tools.
• Microsoft Office including Outlook, Word, Excel, and PowerPoint.
• Excellent communication skills – both verbal and written.

Qualifications

• 0–2 years of customer service, administrative, or customer-facing experience.
• Works under direct supervision.
• Customer service fundamentals.
• CRM and ticketing system use.
• Customer communication and issue handling.
• Basic troubleshooting and problem resolution.
• Case documentation and record accuracy.
• Product and service knowledge acquisition.
• Service standards and escalation procedures.
• Demonstrates behaviors consistent with company values: ownership, integrity, teamwork, innovation, and commitment.