Customer Service Representative – Contractor

Role Overview

• Respond promptly and professionally to customer inquiries via phone, email, and chat, delivering accurate and timely solutions.
• Manage support cases in Salesforce, documenting all communication, resolutions, and follow-ups.
• Process orders and Purchase Orders, troubleshoot order issues, and handle post-order concerns, including returns, refunds, and replacements.
• Provide product and order information with empathy and professionalism.
• Coordinate with internal teams (e.g., Sales, Warehouse, Digital Support) to resolve complex issues.
• Stay informed about current products, pricing, and policy updates to provide accurate information to customers.
• Flag and share customer feedback that could improve our products, processes, or communications.
• Meet or exceed quality and responsiveness metrics.
• Perform other customer service-related duties as needed.

Requirements

• High School diploma or GED required; some college preferred.
• 1+ years of Customer Service or related experience.
• Experience working in a CRM like Salesforce is preferred.
• Comfortable with technology and multitasking across platforms.
• Strong written and verbal communication skills.
• Reliable, detail-oriented, and calm under pressure.
• Available to work between the hours of 8:30 AM and 8:30 PM Eastern Time.