Customer Service Representative - CSR

The Customer Service Representative plays a vital and highly visible role as a front-line member of our team, serving as one of the first points of contact for current customers, prospective clients, and members of the community. This position is responsible for delivering exceptional customer support, providing accurate information, resolving inquiries efficiently, maintaining essential documentation, and coordinating communication between internal departments to ensure a seamless customer experience. The Customer Service Representative reports directly to the Customer Service Supervisor.

• Provide outstanding, courteous, and professional customer service to existing customers and prospective customers while maintaining a compassionate and helpful approach.

• Communicate effectively and provide ongoing support to industry partners, vendors, and members of the community as required.

• Serve as the primary contact for customer inquiries, responding promptly, professionally, and accurately through multiple communication channels.

• Manage daily front office responsibilities, including processing opening requests, checking in with affiliated organizations, providing directions, and assisting customers with annual services and general inquiries.

• Review, verify, process, and maintain customer applications while ensuring compliance with established company policies, procedures, and regulatory requirements.

• Scan, organize, file, and maintain all required documentation within both electronic and physical filing systems while ensuring accuracy and confidentiality.

• Provide professional telephone and email support, including drafting, editing, and sending correspondence, letters, and customer responses when necessary.

• Process customer payments, including checks, credit card transactions, and other approved payment methods, while maintaining strict accuracy and adherence to company financial controls.

• Prepare, proofread, scan, distribute, and maintain official documents, forms, reports, correspondence, and other business-related materials.

• Collaborate closely with internal departments, including Sales and Accounting, to ensure efficient service delivery, timely issue resolution, and excellent customer satisfaction.

• Maintain accurate, well-organized, and up-to-date customer records to support operational efficiency, reporting requirements, and regulatory compliance.

• Learn, understand, and effectively utilize company management software and related systems to perform assigned responsibilities efficiently.

• Perform additional administrative, clerical, and office support duties as assigned by management to support departmental operations.

• High School Diploma or equivalent required.

• Demonstrated ability to build positive working relationships while maintaining a courteous, professional, and customer-focused attitude.

• Strong commitment to delivering exceptional customer service and maintaining high standards of quality and professionalism.

• Excellent interpersonal, verbal, and written communication skills with the ability to communicate clearly and confidently.

• Strong attention to detail with exceptional organizational and time management skills; dependable and consistently punctual.

• Ability to thrive in a fast-paced, high-volume work environment while effectively managing multiple priorities.

• Proficiency with computers and Microsoft Office applications, including Word, Excel, and Outlook.

• Flexible, cooperative, and team-oriented with the ability to quickly adapt to changing priorities, unexpected situations, and evolving business needs.

Our company offers a comprehensive employer-funded benefits package, including 100% employer-paid medical and dental insurance for employees and eligible family members, a defined benefit pension plan, a 401(k) retirement savings plan with a company match of up to three percent of annual salary regardless of employee contribution, employer-sponsored short-term and long-term disability coverage, life insurance, and a comprehensive post-retirement benefits program.

This is a full-time onsite position requiring attendance in the office five (5) days per week. The regular work schedule includes either Saturday or Sunday, plus four (4) weekdays between Monday and Friday. 

• Weekdays: 9:00 a.m. – 5:00 p.m. with a one (1) hour lunch break.

• Saturdays and Sundays: 9:00 a.m. – 3:00 p.m. with a one (1) hour lunch break.