Customer Service Rep I

Job Summary

The Customer Service Representative I is the primary point of contact for customers, handling inquiries, providing information, resolving issues, and ensuring a positive customer experience. This role requires strong communication skills, attention to detail, and the ability to handle a variety of customer requests in a professional and efficient manner. The Customer Service Representative I will work closely with other team members and departments to address customer needs and ensure satisfaction.

Essential Functions

• Handles customer interactions through multiple communication channels, proficiency in written and verbal communication is crucial for this role.
• Serves customers by clarifying customer inquiries, determine the cause of the customer inquiry, provide best solution to resolve the customers inquiry.
• Provides triage support services to perform resolution on common issues related to platforms, user apps and back-office processes.
• Resolves, expedites corrective action or escalates customer inquiry to next level for resolution.
• Adheres to quality measures and standards captured through quality monitoring and evaluations.
• Documents timely, complete and accurate actions, including issue and resolution in systems.
• Customer Service representatives work in a performance driven environment guidd by specific metrics and standards used to measure productivity and quality of service
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• H.S. Diploma or GED required
• Associate Degree in customer service, business, or a related field preferred
• 1-2 years of experience in customer service, retail, or a related field required

Knowledge, Skills and Abilities

• Strong verbal and written communication skills with the ability to interact professionally with customers.
• Experience using customer service software, call management systems, enterprise (ERP) wide platforms, or CRM tools is a plus.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook), Google Suite, and customer management systems.
• Ability to remain calm and professional under pressure in a fast-paced environment.
• Excellent problem-solving skills and the ability to handle difficult or challenging situations.
• Detail-oriented with strong organizational and multitasking abilities.