CS Agent - Omni Channel

UniFirst•San Antonio, TX

6d•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. Customer interactions may include inbound calls, chats, emails, priority requests, lost accounts, and other back-office work. The role requires self-pacing, prioritization, troubleshooting, and managing different types of customer interactions while following standardized procedures. The agent is expected to create a positive customer experience through ownership, attention to detail, adaptability, and commitment to resolution. The role is full time, 40 hours per week, five days per week, with two scheduled days off within the Monday–Sunday operational schedule. The scheduled days off are Thursday and Friday. The stated operating hours are 7:00 AM–5:30 PM CST. Training lasts four weeks, Monday–Friday, 8:00 AM–5:00 PM. Monday–Friday work focuses primarily on inbound phone support and customer resolution, with back-office queue coverage during peak periods and additional omni-channel support as volume and operational needs require. Saturday–Sunday work focuses primarily on back-office queue management and resolution, with phone coverage for incoming calls and support for priority work as business volume requires. UniFirst is an international provider of garment and uniform services, employing over 16,000 team partners and serving 300,000 business customer locations throughout the U.S., Canada, and Europe.

Requirements

Two 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 effectively 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.
Certification must be completed before fielding calls independently.

Nice To Haves

Call center experience is preferred.

Responsibilities

Manage inbound customer interactions professionally, demonstrating ownership and commitment to 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 within contact center systems.
Use active listening to understand, confirm, and clarify customer needs.
Resolve customer questions and concerns efficiently while ensuring 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, capabilities, 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.
Adhere to organizational policies, procedures, and compliance standards.
Perform additional duties as needed to support customer and business operations.
Provide inbound phone support and customer resolution Monday–Friday, back-office queue coverage during peak periods, and additional omni-channel support as operational needs require.
Manage back-office queues and resolutions Saturday–Sunday, provide incoming-call phone coverage, and support priority work as business volume requires.