Job Description

General Summary

Processes incoming customer service related calls in a prompt, courteous and professional manner ensuring the highest service standards and data entry accuracy.

Primary Duties and Responsibilities

Answer incoming phone calls via a queue from customers with service related issues, questions and concerns. Research contract information to determine whether requested service work is covered under warranty. Open service order(s) in the computer system and schedule service appointments. Calculate and provide pricing on service quote estimates for non-warranty service work. Assess service needs and elevate non-standard service issues for resolution. Pull files/customer contracts & enter completed data into computer as needed. Filing, faxing, copying and other responsibilities and tasks as assigned by the Service Manager.

Qualifications and Skills

High school diploma or equivalent. Prior experience working in customer service, preferably in a high-volume call center environment. Excellent communication and interpersonal skills to effectively and professionally communicate with customers and other team members. Empathetic and strong problem resolution skills; the ability to handle customer complaints, diffuse upset customers, and ask questions while being levelheaded. Detail-oriented with the ability to multi-task and prioritize in a fast paced, high-volume environment with an emphasis on data entry accuracy and timeliness. Exceptional follow-through and organizational abilities. Ability to be able to work independently or as a team. Strong computer proficiency.

Work Environment

Position is largely a sedentary role with high call volume and a fair amount of computer use/data entry. Sitting a desk/workstation in an open office setting; must be able to work with distractions and background noise. Customer Service Reps are continuously logged into a queue and answer inbound calls through the use of headsets. May face pressure from high call volumes; de-escalation of challenging calls. Typical hours are Monday - Thursday, 8:00 a.m. to 4:00 p.m.; Fridays, 8:00 a.m. to 2:00 p.m. and rotating Saturdays, 8:00 a.m. to 12:00 p.m. (at least 2 per month). Hours and work schedules, subject to change based on workload at the discretion of the Company.

_Customer Service Rep.docx



Monday - Thursday: 8:00 a.m. - 4:00 p.m.


Friday: 8:00 a.m. - 2:00 p.m.


Saturday: 8:00 a.m. - 10:00 a.m. (rotating)