Customer Service Representative - Contract

PartsSource • Charlotte, NC

5d • Hybrid

About The Position

PartsSource is seeking a contract Customer Service Representative for a three-month assignment. Reporting to the Customer Service Manager, the CSR handles inbound customer inquiries and proactively contacts customers about policy renewals. The role involves triaging inquiries to the appropriate department or resolving them directly, explaining company policies clearly and professionally, and working with operational teams as needed.

Requirements

• Exceptional written and verbal communication skills, including the ability to tailor nuanced responses to individual customer programs.
• Proficiency in Microsoft applications.
• Strong organizational and time-management skills to support proactive engagement.
• Empathy, patience, and a customer-centric mindset.
• Problem-solving and analytical skills.
• Legal authorization to work in the United States.

Responsibilities

• Respond to customer inquiries about programs, accounts, service call procedures and expectations, and changes to covered equipment.
• Manage the customer renewal process and deliver timely renewal notifications in accordance with customer contract guidelines.
• Document renewal delivery attempts accurately in Salesforce.
• Collaborate with Account Managers to secure renewal opportunities.
• Assist with renewal forecasting using customer interactions, retention efforts, and historical data.
• Collect feedback about non-renewals to identify trends and improve the customer experience.
• Identify and resolve customer escalations.
• Escalate complex requests or business risks to management for review.
• Inform operational teams about escalated customer inquiries and recommend ways to improve customer experiences.
• Adapt standard responses to unique customer requests while adhering to company policies.

Benefits

• Competitive compensation package with incentives and company ownership/equity.
• 401(k) match.
• Health benefits.
• College debt reduction.
• Career and professional development through training, coaching, and new experiences.
• Hybrid work culture and workspaces designed to balance flexibility, collaboration, and productivity.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed