Customer Service Representative

Helix Traffic Solutions, LLC•Gainesville, VA

16d•$22 - $26•Onsite

About The Position

We are seeking a motivated, customer-focused, and detail-oriented Customer Service Representative to join our team. This position is responsible for providing exceptional service to both new and existing customers by managing inbound and outbound communications, following up on order status, and identifying opportunities to generate additional sales. The ideal candidate is proactive, organized, and thrives in a fast-paced environment while building strong customer relationships.

Requirements

1–2 years of customer service experience, preferably within the construction, traffic control, industrial supply, or related industry.
Experience working with Project Managers, contractors, or construction professionals preferred.
Strong customer service, relationship-building, and communication skills.
Proven ability to handle a high volume of inbound and outbound customer calls.
Sales-minded with the ability to recognize opportunities to upsell and close business.
Strong organizational skills with the ability to prioritize multiple tasks.
Proficiency with Microsoft Office (Word, Excel, Outlook)
Exceptional telephone etiquette and active listening skills.
Strong attention to detail with excellent follow-through.
Takes ownership of customer requests from start to finish, ensuring every customer receives a timely response and exceptional service.

Nice To Haves

Experience with NetSuite is a plus.

Responsibilities

Serve as the primary point of contact for incoming phone calls, ensuring every customer is greeted professionally and assisted promptly.
Gather complete and accurate information when transferring calls or taking messages to ensure the appropriate employee has everything needed to respond.
Track customer messages and requests to ensure follow-up is completed and no customer inquiry falls through the cracks.
Follow up with internal team members to confirm customer calls and requests have been addressed.
Make outbound calls to existing and prospective customers to follow up on quotes, orders, and sales opportunities.
Build and maintain strong relationships with customers through excellent communication and follow-up.
Provide customers with order status updates, shipping information, and estimated delivery dates.
Notify customers when orders are ready for pickup.
Contact customers regarding scheduled deliveries or changes to delivery timelines.
Conduct post-sale follow-up calls to confirm customer satisfaction, answer questions, and gather feedback on products and service.
Work closely with warehouse, production, purchasing team members to communicate product availability, and delivery schedules.
Proactively identify customer needs and recommend products or services that provide value and increase sales.
Follow up on open quotes and pending orders to help close sales opportunities.
Resolve customer concerns, complaints, and product issues quickly while maintaining a high level of customer satisfaction.
Maintain accurate customer records, notes, and communication history within the company's system.
Learn company products, industry applications, and DOT specifications to confidently assist customers.
Collaborate with the sales and operations teams to ensure seamless customer service throughout the sales process.
Maintain a daily follow-up list of open customer issues, messages, and pending requests until completed.
Identify recurring customer concerns and communicate trends or improvement opportunities to management.
Assist with administrative tasks, reporting, and other duties as assigned.