CS Agent - Omni Channel

UniFirst•San Antonio, TX

8d•Onsite

About The Position

The Customer Service Agent - Omni Channel provides high-quality customer support across multiple channels while partnering with location management and internal teams to resolve customer needs efficiently and accurately. Interactions may include inbound calls, chats, emails, priority requests, lost accounts, and other back-office work. The role requires self-pacing, prioritization, troubleshooting, and management of multiple types of customer interactions while following standardized procedures. Agents are expected to create a positive customer experience through ownership, attention to detail, adaptability, and commitment to resolution. The schedule is 40 hours per week, five days per week, with two scheduled days off. The operational schedule is Monday through Sunday, 7:00 AM–5:30 PM CST; scheduled days off are Thursday and Friday. Initial training lasts four weeks, Monday through Friday, 8:00 AM–5:00 PM. Monday through Friday, the primary focus is inbound phone support and customer resolution, with back-office queue coverage during peak periods and support for additional omni-channel work as business needs require. Saturday and Sunday, the primary focus is back-office queue management and resolution, with phone coverage for incoming calls and support for priority work and customer needs as business volume requires.

Requirements

At least 2 years of experience in a high-call-volume customer service environment.
Minimum keyboard speed of 45 WPM.
Proficiency with a multi-line phone system and general office equipment.
Ability to navigate multiple programs and use online resources to complete customer requests.
Organizational skills and ability to stay focused on assigned tasks.
Solid working knowledge of MS Outlook, Word, and Excel.
High school diploma or GED.
Exceptional customer service, active listening, verbal and written communication skills, and professional phone presentation.
Strong time management, organizational, and communication skills.
Adaptability and accountability.
Complete certification before fielding calls independently.

Nice To Haves

Call center experience.

Responsibilities

Manage inbound customer interactions professionally, taking ownership and working toward effective resolution.
Research and analyze customer account information to provide accurate answers and solutions.
Open, track, and resolve customer service requests using internal CRM and tracking systems.
Maintain accurate, well-written documentation of customer interactions in contact center systems.
Use active listening to understand, confirm, and clarify customer needs.
Resolve customer questions and concerns efficiently while helping customers feel supported and valued.
Use company tools, technology, databases, scripts, and resources to support effective customer resolution.
Build trust-based relationships with customers, team members, and business partners through professionalism and reliability.
Collaborate with Sales, Service, field locations, and other internal partners.
Participate in training and ongoing development to expand knowledge and understanding of company processes.
Demonstrate ownership and accountability while minimizing customer effort and unnecessary handoffs.
Meet or exceed established quality, productivity, customer experience, and performance expectations.
Follow organizational policies, procedures, and compliance standards.
Perform additional duties as needed to support customer and business operations.
Provide inbound phone support and customer resolution, back-office queue coverage, and other omni-channel support according to schedule and business needs.