Customer Service Representative, Tier 1

Role Overview

• Handle inbound and outbound customer interactions via phone, email, chat, and SMS/text messaging
• Assist customers with scheduling, account updates, service questions, billing inquiries, and order status updates
• Resolve Tier 1 customer concerns promptly and professionally
• Escalate complex issues to supervisors or appropriate departments when necessary
• Maintain a high level of empathy and professionalism during all customer interactions
• Conduct outbound follow-up calls and messages regarding appointments, service confirmations, and issue resolution
• Respond to customer inquiries within established response time standards
• Provide accurate and up-to-date information regarding company services, pricing, policies, and procedures
• Accurately document customer interactions and updates within company systems and CRM platforms
• Maintain organized records of customer issues and resolutions
• Follow established workflows, scripts, and service protocols
• Work closely with operations, logistics, sales, and management teams to ensure customer satisfaction
• Participate in team meetings, coaching sessions, and ongoing training
• Support company goals related to customer satisfaction, SLA, and sales conversion

Requirements

• High school diploma or equivalent
• 1+ year of customer service, call center, or support experience preferred
• Strong verbal and written communication skills
• Comfortable handling multiple conversations and tasks simultaneously
• Basic computer proficiency and ability to learn new software quickly
• Strong problem-solving and conflict-resolution skills
• Ability to work in a fast-paced environment with attention to detail