What are the responsibilities and job description for the Customer Service Representative position at Empire Equipment Company?
The Customer Service Representative is responsible for delivering exceptional service to customers by managing inquiries, processing orders, and resolving issues in a timely and professional manner. The CSR serves as the primary point of contact between the company and its customers, ensuring satisfaction and building long-term relationships.
Key Responsibilities
• Respond promptly and professionally to incoming calls, emails, and chats.
• Process orders, returns, and exchanges with accuracy and efficiency.
• Resolve customer concerns and complaints using appropriate escalation protocols.
• Maintain detailed and accurate customer records in the system (Cloud Suite Distribution).
• Coordinate with internal departments such as Sales, Logistics, and Billing to support customer needs.
• Provide product and service information to customers.
• Follow up on customer interactions to ensure satisfaction.
• Meet or exceed service metrics including response time, resolution rate, and customer satisfaction.
Qualifications
• High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
• Minimum 3-5 years of customer service experience, preferably in a fast-paced environment.
• Strong communication and problem-solving skills.
• Proficiency in Microsoft Office and CSD/CRM platforms and customer portals.
• Ability to multitask, prioritize, and manage time effectively.
• Positive attitude and a team-oriented mindset.
Work Environment & Schedule
• Full-time, Monday through Friday.
• Standard business hours, 8 a.m. - 5 p.m.
• On-site work
Please note - to be considered for this role, candidates must work in one of the following Empire office locations 5 days per week:
- Goldsboro, NC- 407 Jeffreys Lane, Goldsboro NC 27530
- Houston, TX - 8708 W Little York Rd. Houston, TX 77040
Remote options could be discussed.