Customer Service Representative

Alarm Systems•Quincy, IL

56d•Onsite

About The Position

Midwest Answer is a boutique answering service that’s redefining what it means to be the voice of a business. We provide 24/7/365 support tailored to each client’s needs—from call screening and emergency dispatching to after-hours messaging. Our Operators are more than just call handlers—they’re trusted extensions of our clients’ teams, delivering professional, accurate, and friendly service every time the phone rings. As a Customer Service Representative, you’ll be the first impression for our clients’ customers. You’ll manage inbound calls, follow customized protocols, and ensure every message is delivered with precision and care. If you’re energized by multitasking, love solving problems, and take pride in representing diverse businesses, this role is for you.

Requirements

High School Diploma or equivalent (college coursework a plus)
1+ year in customer service, call center, or receptionist role
Clear, professional phone etiquette and strong written communication
Sharp attention to detail—no shortcuts or “text-speak”
Calm under pressure and adaptable to changing call types
Tech comfort: phone systems, CRMs, and basic troubleshooting
Team spirit and openness to coaching
Dependable attendance and punctuality
Quick-thinking and problem-solving mindset

Responsibilities

Answering calls with professionalism and warmth using client-specific scripts
Capturing caller details with accuracy and clarity
Following protocols for emergency dispatch, appointment scheduling, and message forwarding
Maintaining call flow metrics while balancing speed and quality
Supporting after-hours and weekend calls with empathy and urgency
Communicating updates to clients and internal teams
Collaborating with peers and supervisors to refine processes and improve service