Job Type
Full-time
Description
Customer Service Representative
About Us:
Central Business Systems, Inc. is one of the fastest-growing office equipment and technology companies in the region. We have been in business for over80 years in Kentucky, Indiana, and West Virginia.
Job Description:
The Customer Service Representative (CSR) is a front-line, customer-facing role responsible for delivering exceptional service to our clients through phone, email, and internal systems. This position serves as a key communication hub-handling incoming customer requests, supporting billing and accounts receivable (AR) processes, assisting with quoting, and ensuring issues are routed and resolved efficiently.
The ideal candidate is highly organized, detail-oriented, comfortable working across departments, and thrives in a fast-paced environment. Prior customer service experience is required, and experience with billing and/or AR is strongly preferred. Experience in Managed IT Services, copier/printer, or mailing systems environments is a plus.
Key Responsibilities
Customer Support & Communication
• Answer incoming phone calls and emails in a professional, friendly, and timely manner
• Serve as the primary point of contact for customer inquiries, requests, and issues
• Accurately document customer interactions and requests in internal systems
• Route requests to the appropriate department while maintaining ownership of communication and follow-up
• Proactively communicate status updates to customers to ensure a positive experience
Billing & Accounts Receivable Support
• Assist with invoicing, billing questions, and account inquiries
• Support accounts receivable activities, including payment follow-up and basic reconciliation
• Work closely with the finance team to resolve discrepancies and ensure accurate records
• Maintain professionalism and tact when discussing billing or payment matters with customers
Quoting & Administrative Support
• Assist with preparing customer quotes for services, equipment, and supplies
• Coordinate with sales, service, and technical teams to gather required information for quotes
• Ensure pricing, quantities, and details are accurate before delivery to customers
• Support general administrative and operational tasks as needed
Technology & Process Improvement
• Use Microsoft Excel and Microsoft 365 applications daily to track, organize, and report information
• Learn and adapt quickly to new systems, tools, and workflows
• Embrace technology improvements and automation, including AI-driven tools and processes
• Identify opportunities to improve customer experience and internal efficiency
Requirements
Required Qualifications
• 2+ years of customer service experience (phone and email support required)
• Strong verbal and written communication skills
• High proficiency in Microsoft Excel and Microsoft 365 applications
• Excellent organizational skills and attention to detail
• Ability to manage multiple tasks and priorities in a fast-paced environment
• Professional, customer-first mindset
Preferred Qualifications
• Experience with billing and/or accounts receivable (AR)
• Experience in Managed IT Services, copiers/printers, or mailing systems
• Familiarity with ERP, PSA, or CRM systems (e.g., E-Automate, ConnectWise, or similar)
• Experience supporting quoting or sales administration functions
• Comfort working cross-functionally with operations, finance, sales, and technical teams
Core Competencies
• Customer-focused and service-oriented
• Detail-driven with strong follow-through
• Adaptable and open to change
• Comfortable learning and using new technologies, including AI-enabled tools
• Team-oriented with a collaborative mindset