Customer Service Representative

SUMMARY: Act as the liaison between the organization and its service partners. The successful candidate will take ownership of customer issues, complaints, and inquiries, ensuring customer satisfaction remains central to all decisions and actions. Responsible for end-to-end case management including dispatch, parts coordination, quoting, invoicing, and related service workflows.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned

· Process and route inbound and outbound calls to appropriate service personnel in a timely manner
· Follow standard call handling procedures to determine appropriate resolution paths for customer inquiries
· Identify customer needs, clarify information, research issues, and provide effective solutions
· Manage high volumes of inbound and outbound inquiries (internal and external) while maintaining timely follow-up and customer communication
· Build and maintain positive customer relationships by ensuring issues are fully resolved
· Maintain accurate records of all customer interactions in internal tracking systems in a clear and organized manner
· Prepare quotes, process purchase orders, coordinate parts requests, support case closure activities, and assist with billing for applicable accounts
· Escalate urgent issues as needed, including coordination of expedited parts or service actions

SKILLS:

· Become proficient with internal service and call tracking systems through ongoing training
· Meet individual and team performance goals, both qualitative and quantitative
· Prior experience in a customer support or service environment preferred
· Demonstrated ability to meet or exceed performance expectations
· Strong verbal communication and active listening skills
· Familiarity with customer management systems and service workflows
· Strong customer focus with ability to adapt to different communication styles
· Ability to remain calm under pressure and de-escalate challenging situations
· Strong multitasking, prioritization, and time management skills

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION & EXPERIENCE

· High school diploma or equivalent required (post-secondary education in a related field preferred)
· 1 years of experience in a customer support or service environment preferred
· Demonstrated ability to work in a team-oriented, results-driven environment
· Strong organizational skills and ability to manage competing priorities
· Self-motivated with ability to work independently in a structured environment
· Strong written and verbal communication skills
· Comfortable working in a fast-paced, customer-facing role
· Ability to deliver clear and professional communication in both small and large group settings
· Must be eligible to complete standard employment verification requirements upon hire

COMPUTER & ANALYTIC SKILLS

· Proficient with standard business software tools (word processing, spreadsheets, presentations, email, and web-based applications)
· Ability to learn and adapt to internal systems and workflow tools
· Comfortable presenting information using standard office technology
· Strong attention to detail in data entry and record keeping
· Basic analytical skills to interpret customer requests and service information

PHYSICAL REQUIREMENTS

· Ability to lift and/or move moderate weights as required by the role
· Regular standing, walking, sitting, and use of hands for computer and equipment operation
· Ability to work in environments that may include exposure to varying temperatures and industrial conditions
· May involve adherence to safety protocols depending on operational setting
· Occasional exposure to higher noise environments
· Ability to maintain visual focus for extended periods, including screen-based work

COMPETENCIES

· High attention to detail and accuracy
· Strong organizational and prioritization skills
· Ability to work effectively within a team environment
· Dependable, punctual, and consistent performance
· Strong problem-solving and decision-making abilities
· Ability to remain flexible and adapt to changing priorities
· Self-directed with willingness to learn and improve performance
· Ability to follow direction and support operational needs outside of standard responsibilities