Customer Service Representative (57729)

The Customer Service Representative serves as the first point of contact for customer inquiries and plays a critical role in delivering service excellence. This position responds to a high volume of customer emails, web inquiries, and phone calls while ensuring customer requests are accurately documented, evaluated, and routed to the appropriate department or subject matter expert. The Customer Service Representative is responsible for providing exceptional customer service, maintaining professionalism in all communications, and supporting efficient resolution of customer needs.

Responsibilities:

• Respond to customer web inquiries, direct emails, and incoming phone calls, ensuring requests are accurately documented, evaluated, and routed to the appropriate department or subject matter expert.
• Answer incoming customer calls through a multi-line phone system using active listening and communication skills.
• Ask probing and clarifying questions to obtain detailed information and determine appropriate next steps based on customer needs.
• Develop knowledge of company services, locations, and organizational structure to accurately direct customers and support lead qualification activities.
• Utilize approved customer service resources, routing tools, and internal documentation to make accurate lead routing and assignment decisions.
• Accurately enter, update, and maintain customer and lead information within CRM systems, ensuring complete documentation of customer interactions.
• Follow established procedures for lead intake, qualification, documentation, routing, follow-up, and escalation.
• Perform timely follow-up with customers when additional information is needed to evaluate and route requests.
• Maintain a professional and customer-focused approach when handling sensitive, complex, or escalated interactions.
• Collaborate with internal departments to facilitate communication, issue resolution, and a positive customer experience.
• Learn new services, systems, processes, and business capabilities to support evolving business needs.
• Perform other duties as assigned.

Required Experience and Skills:

• High school diploma or equivalent required.
• 0-2 years of customer service, contact center, or call center experience preferred.
• Basic computer proficiency required.
• Experience using CRM software preferred.
• Strong written and verbal communication skills.
• Demonstrated active listening skills and ability to gather accurate information.
• Strong organizational skills and attention to detail.
• Ability to work effectively in a fast-paced environment.
• Ability to quickly learn new systems, processes, and service offerings.
• Demonstrated professionalism, reliability, and commitment to customer service excellence.

Additional requirements:

• Ability to maintain confidentiality and handle sensitive customer information appropriately.
• Ability to work collaboratively with employees across multiple departments.
• Ability to manage multiple inquiries and priorities simultaneously.
• Commitment to delivering a positive customer experience in every interaction.

Work Conditions:

• Primarily office-based work environment.
• Frequent use of a computer, telephone, CRM systems, and other standard office equipment.
• Regular interaction with customers through phone, email, and web-based communication channels.
• Ability to remain seated for extended periods and perform repetitive computer and telephone tasks.
• May be required to manage high volumes of customer inquiries during peak business periods.