Customer Service Representative

UniFirst•San Antonio, TX

2d•Onsite

About The Position

UniFirst is seeking a high-energy, detail-oriented, and experienced Customer Service Representative to join our onsite team in San Antonio. This position handles high-volume omnichannel inbound customer interactions (50-60 calls daily plus emails) across 8 internal systems simultaneously. Candidates are expected to come in with proven call center experience navigating complex customer personalities, excellent attendance/adherence, multitasking skills, managing escalations, and working in standardized metrics-driven environments.

Requirements

Minimum 2+ years of direct experience in a high-volume Call Center or Omnichannel environment handling inbound calls and email queues using 3-4 screens.
Demonstrated experience working under strict call center KPIs, specifically CSAT/QA scores, Average Handle Time (AHT), First-Call Resolution (FCR) and Schedule Adherence.
Demonstrable record of excellent attendance and punctuality.
Hands-on experience using online knowledge bases, company wikis, digital training tools, and search resources to resolve inquiries independently.
Proven ability to manage varied customer personalities, de-escalate tough situations, and maintain composure under pressure.
Minimum keyboard typing speed of 45 WPM with high accuracy; strong proficiency in MS Office (Outlook, Word, Excel) and tech savvy.
High School Diploma or GED equivalent.

Responsibilities

Manage high-volume back-to-back inbound omnichannel customer interactions (calls and emails) from business accounts and individual customers.
Navigate seamlessly across 8 distinct internal software systems and multiple screens in real time while actively listening and typing.
Process complex transactional requests, including refunds, replacements, invoices, and inventory/item adjustments.
Leverage internal knowledge bases, company training resources, and standard operating procedures (SOPs) to resolve customer inquiries quickly and accurately on first contact.
Handle tier-1 escalations and navigate difficult customer personalities with empathy, professionalism, and quick problem-solving.
Document customer interactions, open/track service tickets, and communicate with internal teams (field Sales and Service reps).
Meet and exceed key performance indicators (KPIs) regarding Customer Satisfaction (CSAT), Average Handle Time (AHT), First-Call Resolution (FCR), Quality Assurance (QA), and Schedule Adherence.