What are the responsibilities and job description for the Customer Service Representative position at Marine Vinyl Fabric?
Customer Service RepresentativeRole Overview | The Customer Service Representative owns the customer’s experience from the first inquiry through resolution. This role is critical to protecting revenue by providing fast, accurate support, coordinating internal follow-up and ensuring that no customer question or problem goes unanswered. We value team members who communicate openly, take accountability, act with integrity and keep momentum - if that sounds like you, you’ll fit right in.
Responsibilities
- Manage customer inquiries (phone, email, website forms, chat, text) from the shared support queue.
- Provide order support, including status updates, tracking and shipping information.
- Offer product guidance using the approved product knowledge base.
- Handle customer problems (returns, damages, missing packages) according to company policy, escalating when appropriate.
- Maintain accurate records of all customer conversations, actions and outcomes in our system.
- Recognize sales opportunities and route them to the appropriate sales owner.
- Complete customer-facing administrative requests, including vendor forms and tax-exemption documentation.
- Collaborate with internal teams to resolve issues and improve service workflows.
- Monitor AI-generated responses and system routing for accuracy.
Success Metrics
- Maintain a first-response time of less than four business hours.
- Ensure every inquiry has an assigned owner, status and clear next action.
- Proactively communicate with the customer every four to six business hours during active investigations to provide updates and resolution progress.
- Accurate and complete ticket documentation.
- Effective identification and routing of sales opportunities.
- Adherence to core values: Communicating Openly, Honesty, Accountability, Respect and Momentum.
Requirements
- High school diploma or equivalent.
- Strong verbal and written communication skills with a focus on empathy, clarity and confidence.
- Proven ability to manage multiple priorities and follow through on commitments.
- Attention to detail and a commitment to data accuracy.
- Ability to learn and effectively use customer-service systems and AI-assisted tools.
- Strong problem-solving skills and judgment regarding when to escalate issues.
Required Hours
- Full-time: Monday - Friday, 7:00 AM - 3:30 PM.
- This role requires a consistent full-time commitment to ensure the responsiveness and continuity necessary to truly own the customer experience from start to finish.
- Occasional flexibility may be needed during busy periods.
Benefits
- Competitive pay
- Health, dental and vision insurance
- Paid time off and holidays
- 401(k) plan with company match
- Opportunities for career growth and training
Why You’ll Love Working Here | At Marine Vinyl Fabric, we don’t just answer questions - we own the customer experience from start to finish. You’ll be part of a team that values honesty, respect and momentum, where your ability to solve problems and advocate for our customers makes a tangible difference every day.
Pay: From $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- This position requires answering customer phone calls throughout the day. Are you comfortable speaking with customers on the phone?
- Tell us about your experience using customer service software, CRMs, or other digital tools. How comfortable are you learning new technology, including AI-assisted tools?
- Briefly describe a time you helped resolve a difficult customer issue. What was the outcome?
Work Location: In person
Salary : $22