Customer Service Representative, Tier 1
About The Position
The Customer Service Representative, Tier 1 performs daily customer service functions, providing support to customers and partners while helping the department meet its customer service goals and service level agreements. The role processes incoming orders, tracks and issues credits for customer returns, and manages incoming email and phone inquiries and complaints professionally. It also maintains accurate customer-interaction and service records, uses reference materials to resolve inquiries, assists with team projects, and protects the confidentiality and privacy of customer and agency information. Other duties may be assigned by a Manager or Supervisor. The position is hybrid in Durham, North Carolina, with a Monday–Friday schedule from 7:30 AM to 4:00 PM.
Requirements
- High school graduate with additional training in customer service or one year of equivalent work experience.
- Two years of experience in customer service, customer support, or a related field.
- Proficiency with Windows 10 and the Chrome browser, along with basic computer skills.
- Ability to multitask and use multiple computer programs at the same time.
- Excellent interpersonal and verbal and written communication skills when dealing with customers, vendors, company divisions, coworkers, and management.
- Demonstrated proficiency with Microsoft Office, especially Excel.
- Customer-focused, with active listening, critical thinking, problem-solving, and reading comprehension skills to resolve issues effectively.
- Strong time-management and prioritization skills.
- If applicable, demonstrated proficiency using assistive technology, specifically JAWS and/or ZoomText for visual adaptation.
Responsibilities
- Provide excellent customer service to customers and partners.
- Assist the department in meeting customer service goals and service level agreements.
- Process incoming orders for the department.
- Track and issue credits for customer returns.
- Answer and manage incoming emails and calls, responding professionally to customer requests and complaints.
- Maintain accurate records of customer interactions and service.
- Use reference materials to assist with and resolve inquiries.
- Assist the team with projects.
- Maintain strict confidentiality and privacy of customer and agency information.
- Perform other duties as assigned by a Manager or Supervisor.
Benefits
- Basic life insurance at no cost to the employee.
- 401(k) with match and Surplus-Sharing Plans.
- Health, dental, and vision insurance.
- Ten paid holidays annually.
- Paid time off (PTO).
- On-site health and wellness program.
- Employee Assistance Program (EAP).
- Competitive salary and compensation.
- Upward mobility and opportunities to reach one's potential.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
