Job Summary The Customer Service Representative is responsible for handling customer inquiries, resolving issues, and providing a positive service experience across multiple communication channels, including phone, email, chat, and in-person interactions. This role requires strong problem-solving skills, professionalism, and attention to detail to ensure timely resolution of customer concerns while maintaining high service standards. Essential Functions • Responds to customer inquiries via phone, email, live chat, and written correspondence, ensuring a courteous and professional interaction. • Handles inbound calls from both internal and external customers, creating service cases and documenting all interactions accurately. • Demonstrates empathy and active listening skills to understand customer concerns and provide appropriate resolutions. • Researches and resolves customer complaints, billing issues, and service-related concerns in accordance with company policies and procedures. • Accurately updates and maintains customer records and case notes in the system, ensuring complete documentation of issues and resolutions. • Works collaboratively with internal departments to escalate and resolve complex issues, ensuring a seamless customer experience. • Provides appropriate solutions and alternatives within service timeframes, following up to ensure issue resolution and customer satisfaction. • Meets and maintains productivity and service quality standards, ensuring efficiency in handling customer interactions. • Performs other duties as assigned. • Maintains regular and reliable attendance. • Complies with all policies and standards. Qualifications • Associate Degree or coursework in Business, Communications, or a related field preferred • 1-2 years of experience in customer service, call center, or administrative support required Knowledge, Skills and Abilities • Working knowledge of Google Suite, ServiceNow or similar ticketing platform, soft phone software, willingness to learn enterprise wide (ERP) such as Oracle or similar. • Strong verbal and written communication skills, ensuring clear and professional interactions. • Ability to handle high call volumes and multi-task across different customer service platforms. • Strong problem-solving skills with the ability to resolve customer concerns efficiently and effectively. • Proficiency in customer service software, CRM systems, and Microsoft Office applications. • Ability to remain calm and professional in high-stress situations while de-escalating customer concerns. • Strong attention to detail in data entry, documentation, and customer interactions. • Ability to work independently and as part of a collaborative team in a fast-paced environment.