Customer Service Representative

R.W. Mercer Co. is seeking a reliable, customer-focused, and detail-oriented Customer Service Representative to join their remote support team. In this role, you will serve as the primary point of contact for customers, providing timely assistance and ensuring a high-quality customer experience across all communication channels.

Responsibilities:

• Respond to customer inquiries via phone, email, and live chat in a professional and timely manner
• Resolve customer issues, complaints, and service requests with a focus on customer satisfaction
• Maintain accurate records of customer interactions and transactions in CRM systems
• Provide product, service, and account information to customers
• Escalate complex issues to appropriate departments when necessary
• Follow company policies, procedures, and service standards
• Assist with order processing, billing inquiries, and account updates
• Identify opportunities to improve customer experience and provide feedback to management
• Meet or exceed performance metrics, including response time, resolution time, and customer satisfaction

Requirements:

• High school diploma or equivalent (Associate's or Bachelor's degree preferred)
• 1–3 years of customer service experience (remote experience is a plus)
• Excellent verbal and written communication skills
• Strong problem-solving and conflict-resolution abilities
• Proficiency with computers, CRM systems, and standard office software
• Ability to multitask, prioritize, and manage time effectively
• Reliable internet connection and a quiet remote workspace
• Must be legally authorized to work in the United States (valid U.S. work permit required)
• Experience with remote customer support tools (Zendesk, Salesforce, Freshdesk, etc.)
• Bilingual or multilingual abilities
• Experience in call center or high-volume support environments
• Strong attention to detail and organizational skills