Inbound Customer Service Representative

Position Summary

The Inbound Customer Service Representative is responsible for creating accurate work orders, assisting customers with service-related needs, and supporting the service team to ensure seamless operations. This role requires strong communication skills, attention to detail, and the ability to prioritize and respond quickly in fast-paced situations. The CSR plays a key role in delivering an exceptional customer experience and supporting the growth and success of the service department.

Key ResponsibilitiesWork Order Management & Service Support

• Accurately create and process work orders with correct customer, site, and service detail.
• Ensure work orders clearly communicate urgency, relevant information, and customer expectations.
• Proactively identify service opportunities and follow up on potential work.
• Manage and track monthly preventive maintenance work orders across all accounts.
• Demonstrate strong judgement in prioritizing tasks and responding immediately to emergency situations.

Team Collaboration & Operational Support

• Gather complete and accurate information upfront to support technicians, dispatch, and account managers.
• Assist with company tasks during slower periods and maintain a proactive, self-driven work ethic.
• Double-check work performed by others when covering shared responsibilities, ensuring accuracy and alignment.
• Communicate errors constructively to support team learning and continuous improvement.
• Provide schedule coverage during weekends or staff absences as needed.

Customer Experience

• Maintain a professional, positive, and friendly demeanor in all customer interactions.
• Use de-escalation strategies when handling challenging calls, involving management when appropriate.
• Build and maintain strong relationships with contractual and ongoing customers.
• Escalate customer concerns, relationship development opportunities, or sales leads to the appropriate account manager.
• Prioritize calls and requests based on urgency and ensure timely communication and follow-through.
• Consistently provide outstanding service and support, going above and beyond when possible.

Growth & Continuous Improvement

• Contribute to improving workflows, training materials, and job tools used within the CSR role.
• Proactively raise concerns and provide thoughtful solutions to support organizational growth and efficiency.
• Work independently with minimal supervision while demonstrating personal accountability.
• Actively seek feedback, welcome constructive criticism, and strive for continuous development.
• Assist with office administration tasks such as inventory of supplies, uniform ordering, and time-off calendar management.

MINIMUM QUALIFICATIONS:

Entry Level

COMPETENCIES

Ability to read, write, and speak professionally in English.

Ability to type 30 WPM

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $18 - $22