Customer Service Representative

Tyndale USA•Pipersville, PA

2d•Hybrid

About The Position

The Tyndale Company is seeking an experienced Customer Service Representative to join their team. This role involves striving for excellence in every customer interaction across phone, web chat, text, and email, ensuring timely, accurate, and professional service. Responsibilities include maintaining customer data with high accuracy within Tyndale's systems. This position offers a hybrid work model, requiring a minimum of one day onsite per week and four days remotely, with the expectation that candidates reside within a commutable distance of Houston, TX (City Centre). Tyndale is a private, family-owned business and a leading national supplier of arc-rated flame-resistant clothing (FRC) to the energy sector.

Requirements

High school diploma or equivalent required.
Previous call center or customer service experience highly preferred.
Strong customer-focused mindset with the ability to communicate professionally, patiently, and effectively with customers, including during tense interactions.
Detail-oriented with the ability to maintain accuracy, service quality, and professionalism while handling a high volume of calls, emails, service tickets, and internal requests.
Proficiency with Microsoft Office required, including basic Microsoft Excel skills; comfortable learning and navigating multiple internal systems, order platforms, and customer service tools.
Ability to prioritize work, manage multiple tasks, adapt in a fast-paced environment, and work toward first-contact resolution whenever possible.
Ability to collaborate with internal team members and cross-functional departments to support customer needs.
Self-motivated, dependable, organized, and able to meet established performance expectations related to productivity, quality, accuracy, and customer satisfaction.
Must reside within a commutable distance from Houston, TX (City Centre).

Responsibilities

Provide timely, accurate, and professional customer support through phone, email, web messaging, text, service tickets, and internal service channels.
Monitor, prioritize, and complete assigned customer inquiries, service tickets, email queues, internal requests, and follow-up items in accordance with established procedures and service expectations.
Process customer orders, returns, and service-related transactions with a high level of accuracy, efficiency, and attention to detail.
Respond to customer inquiries related to order status, delivery, product options, website navigation, lost shipments, returns, replacements, and other service needs.
Resolve routine customer concerns by asking effective questions, gathering relevant information, documenting interactions appropriately, and following through or escalating when needed.
Maintain accurate customer profile, order, and service information in Tyndale systems, correcting routine discrepancies, and escalating complex issues through the appropriate path.
Communicate with internal departments to verify order details, gather information, and support resolution of service issues.
Handle tense or sensitive customer interactions with professionalism, empathy, sound judgment, and a focus on resolution.
Meet established performance expectations related to productivity, call handling, email and ticket quality, order accuracy, customer interaction quality, schedule adherence, and timely follow-up.
Follow established customer service procedures, company policies, account-specific requirements, confidentiality expectations, and service standards.
Report recurring service issues, customer concerns, system discrepancies, or unresolved concerns to the appropriate Customer Service leadership or escalation channel in a timely manner.
Share feedback and work collaboratively with Tyndale team members to support a positive customer experience and consistent service processes.