What are the responsibilities and job description for the Customer Service Representative (Tier 1) position at WilsonCTS?
Work Location: Onsite (8- 430 PM CST);
Position Type: 12 months
Location: Lewisburg, TN
Compensation Range: $17 per hour
Our multinational manufacturing client is seeking a customer-focused and highly organized Tier 1 Customer Service Representative to join Carrier's ICP Family of Brands Customer Service team. This team supports distributors across North America, including Canada, by providing exceptional service and resolving customer inquiries efficiently.
In this high-volume call center environment, you will serve as the first point of contact for customers, handling inbound calls, emails, order inquiries, product support requests, claims, invoicing questions, and dealer referrals. The ideal candidate thrives in a fast-paced environment, enjoys helping customers, and can manage multiple priorities while maintaining accuracy and professionalism.
Key Responsibilities
- Answer high volumes of incoming customer calls and emails (up to 50 calls per day).
- Provide information regarding orders, products, parts, equipment, claims, and invoicing.
- Assist customers with dealer referrals and distributor information.
- Triage customer inquiries and determine whether issues can be resolved at Tier 1 or require escalation to Tier 2 Support.
- Route calls and requests to the appropriate departments and resources.
- Accurately document customer interactions and maintain detailed records in company systems.
- Enter and process customer orders and transactions with a high degree of accuracy.
- Resolve customer concerns by identifying solutions and following up to ensure satisfactory resolution.
- Meet service level expectations, call handling metrics, and customer satisfaction goals.
- Follow established communication procedures, guidelines, and company policies.
- Build positive customer relationships through professional and courteous service.
- High School Diploma or GED.
- Excellent customer service and communication skills.
- Strong verbal and written communication abilities.
- Ability to type 60 words per minute (WPM).
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- Strong organizational and time management skills.
- Ability to work independently in a fast-paced environment.
- Strong problem-solving and decision-making skills.
- High level of initiative, accountability, and attention to detail.
- Associate Degree (AA, AS, or equivalent post-secondary education).
- Minimum 2 years of customer service or call center experience.
- Experience with SAP, Salesforce, or similar CRM/customer service platforms.
- Experience handling high-volume calls and data entry.
All interested applicants who meet the qualifications listed above are invited to submit a resume by clicking "Apply Now". The indicated pay range for this position is a goodfaith estimate based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. The pay band is established by the client company. Factors that may influence an offer include a candidate's skills, experience, geographic location, and expected work quality and quantity. Most candidates will start in the lower half of the pay range, with the upper end reserved for those with extensive experience and skills or who live in higherpay markets. An employee's pay history will not be considered where prohibited by law.
This information is subject to change and serves as a general guideline for compensation discussions. Actual offers may vary based on specific circumstances and company policies.
Salary : $17