Customer Service Representative

TEKsystems•Orange, CA

1d•$22 - $22•Hybrid

About The Position

The primary role of the Customer Service Representative (CSR) is to provide knowledgeable answers to questions about product installation, troubleshooting, and warranty replacements. The CSR is also responsible for day-to-day order entry and order management activities. These activities include following order-entry policies and procedures, optimizing order fulfillment, and responding to customer requests via email. Key performance metrics may include responding to approximately 67 emails per day (based on business need). This role requires a strong passion for providing excellent customer support. Primary Duties and Responsibilities: Customer Interactions • Demonstrates active listening by carefully reviewing customer inquiries and case details. • Applies professionalism, courtesy, and sound judgment in written communications to promote customer satisfaction and loyalty. • Builds rapport and trust through empathetic, solutions focused interactions that support long term customer relationships. • Maintains a consistently professional tone and brand aligned presence in all customer communications. Customer Solutions • Provides effective, empathetic support to resolve customer inquiries and concerns through email and other digital channels. • Accurately identifies and evaluates customer needs based on case details, history, and interactions. • Troubleshoots issues and communicates solutions clearly and professionally in written responses. • Demonstrates a strong sense of urgency while maintaining accuracy and attention to detail. Individual Contribution to Teamwork • Demonstrates the ability to collaborate effectively with diverse personalities in a remote, fast paced environment. • Successfully engages and communicates within a virtual, team based setting using digital tools. • Adheres to attendance, schedule, and availability guidelines to support team performance and service levels. • Shows strong personal accountability and self motivation to work productively in an independent remote role. • Remains flexible and willing to support department initiatives, process improvements, and cross functional efforts as needed. • Takes ownership of customer and internal issues by ensuring resolution and providing timely follow up. • Maintains professionalism and reliability while contributing positively to team goals, morale, and performance.

Requirements

High school diploma or equivalent.
2+ years of customer service experience.
Call center experience preferred.
Proficiency with basic computer applications (Microsoft Outlook, Microsoft 365).
Strong written communication skills.
High attention to detail and accuracy.
Ability to navigate online tools and resources.
Comfortable multitasking across systems while assisting customers.
Proficient typing and 10 key skills.
Ability to use required desktop hardware (keyboard, mouse, headset) in a remote environment.

Nice To Haves

SAP
Salesforce
plumbing
HVAC
Warranty

Responsibilities

Demonstrates active listening by carefully reviewing customer inquiries and case details.
Applies professionalism, courtesy, and sound judgment in written communications to promote customer satisfaction and loyalty.
Builds rapport and trust through empathetic, solutions focused interactions that support long term customer relationships.
Maintains a consistently professional tone and brand aligned presence in all customer communications.
Provides effective, empathetic support to resolve customer inquiries and concerns through email and other digital channels.
Accurately identifies and evaluates customer needs based on case details, history, and interactions.
Troubleshoots issues and communicates solutions clearly and professionally in written responses.
Demonstrates a strong sense of urgency while maintaining accuracy and attention to detail.
Demonstrates the ability to collaborate effectively with diverse personalities in a remote, fast paced environment.
Successfully engages and communicates within a virtual, team based setting using digital tools.
Adheres to attendance, schedule, and availability guidelines to support team performance and service levels.
Shows strong personal accountability and self motivation to work productively in an independent remote role.
Remains flexible and willing to support department initiatives, process improvements, and cross functional efforts as needed.
Takes ownership of customer and internal issues by ensuring resolution and providing timely follow up.
Maintains professionalism and reliability while contributing positively to team goals, morale, and performance.