What are the responsibilities and job description for the Customer Service Representative I position at Meridian IT?
JOB TITLE: Customer Service Repersentitive I (CSR I)
REPORTS TO: Director, Customer Success
LOCATION: Remote/ Hybrid
DATE: March 2026
For 40 years, Meridian IT has been helping medium and enterprise businesses solve their complex technical IT problems. Through a unique strategic perspective, deep expertise, and a personalized proactive approach, Meridian IT is the top IT solutions provider in the industry.
Offering best-in-class cloud, hybrid, and on-premises data storage solutions, backup and recovery solutions, security solutions, hyperconverged infrastructure, contact center solutions, flexible pricing models and award-winning managed services, Meridian IT works with each client to create a customized plan to help solve their IT obstacles.
Meridian IT is part of Meridian Group International. Meridian Group International is a privately held organization headquartered in Deerfield, IL. Operating since 1979, Meridian Group International is a leading IT service provider across 4 continents.
Position Summary
The CSR I is a foundational, administrative role focused on the clerical execution of customer needs. This role handles the "Business-as-Usual" (BAU) requests that keep the client-MSP relationship functioning. They are responsible for the high-volume, repeatable tasks—such as portal updates, shipping inquiries, and basic reporting—that do not require technical troubleshooting or strategic planning.
Key Responsibilities
- Request Fulfillment (Non-Technical): Execute administrative service requests including password resets for non-technical portals, document retrieval (SOAs, invoices), and basic account updates.
- Logistics Coordination: Provide status updates on hardware orders, tracking numbers, and shipping timelines.
- Data Entry & Maintenance: Update client contact records, site addresses, and communication preferences in the CRM and ITSM tools.
- Inbound Routing: Act as the "Traffic Controller" for inbound non-technical inquiries, ensuring they are documented and assigned to the correct internal department (Billing, Procurement, or Success).
- Basic Reporting: Generate and send standardized, automated reports (e.g., monthly ticket volume or asset lists) upon client request.
Qualifications
- Required: 0–12 months in a clerical, administrative, or office coordinator role.
- Required: High attention to detail (data entry accuracy is paramount).
- Required: Strong written communication for professional email correspondence.
- Preferred: Familiarity with CRM or ERP systems (e.g., NetSuite, ConnectWise, Salesforce).
Success Criteria
- Accuracy: Minimal errors in data entry or order tracking information.
- Timeliness: Meets internal "Time to Acknowledge" goals for administrative requests.
- Reliability: Consistently executes repeatable "Playbook" tasks without oversight.
Meridian Group International, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.