Department: Customer Support / Operations

Reports To: Customer Service Manager / Team Lead

Employment Type: Full-Time / Part-Time / Contract

Location: On-Site / Remote / Hybrid

Job Summary
The Customer Service Representative (CSR) is responsible for delivering excellent customer support by handling inquiries, resolving issues, and ensuring a positive customer experience. This role serves as a key point of contact between the company and its customers, providing accurate information and timely solutions.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, or in person
• Resolve customer issues, complaints, and service requests professionally
• Process orders, returns, refunds, and account updates
• Document customer interactions accurately in company systems
• Provide product, service, and policy information clearly
• Escalate complex issues to supervisors or appropriate departments
• Maintain a positive, professional, and empathetic demeanor
• Meet performance metrics such as response time and customer satisfaction
• Follow company procedures and data privacy guidelines

Required Qualifications

• High school diploma or GED required
• Strong verbal and written communication skills
• Ability to remain calm and professional under pressure
• Basic computer and data entry skills
• Reliable attendance and punctuality

Preferred Qualifications

• Previous customer service or call center experience
• Familiarity with CRM or ticketing systems
• Bilingual abilities
• Sales or upselling experience

Skills & Attributes

• Strong problem-solving and conflict-resolution skills
• Active listening and empathy
• Ability to multitask and manage time effectively
• Team-oriented with the ability to work independently
• Attention to detail and accuracy

• Flexible scheduling, including evenings and weekends
• Overtime may be required during peak periods

(Optional)

• Competitive hourly wage or salary
• Performance incentives or bonuses Health insurance and paid time off