Customer Service Representative

Job Full Description

The Customer Service Agent is the primary point of contact for customers, responsible for handling inbound and outbound calls, emails, and other communications related to orders, product inquiries, warranties, and returns. This role requires strong communication skills, attention to detail, and the ability to resolve issues efficiently while maintaining a positive customer experience.
Key Responsibilities

• Answer and manage incoming customer phone calls in a professional and courteous manner
• Respond promptly and accurately to customer emails and inquiries
• Process and track warranty claims, ensuring proper documentation and follow-up
• Handle return and exchange requests, including issuing RMAs (Return Merchandise Authorizations) and coordinating with warehouse/logistics teams
• Provide product information, troubleshooting guidance, and order status updates
• Log and update customer interactions accurately in the CRM/ERP system
• Escalate complex or unresolved issues to the appropriate department or supervisor
• Maintain up-to-date knowledge of products, policies, and procedures
• Identify recurring customer issues and report trends to management
• Support other administrative or customer-facing tasks as needed

Required Skills & Qualifications

• Excellent verbal and written communication skills
• Strong problem-solving ability and attention to detail
• Comfortable working with phone systems, email platforms, and CRM/ERP software
• Ability to multitask and manage a high volume of inquiries
• Patience and a customer-first attitude, especially when handling complaints
• Basic data entry and computer proficiency (Excel, email clients, CRM tools)

Preferred Qualifications

• Prior experience in a customer service or call center role
• Experience with warranty/returns processing
• Familiarity with ERP systems (e.g., Business Central, NetSuite, SAP)

Work Environment

• Full-time, in-office position
• Standard business hours, with occasional flexibility for peak periods

Tampa (Downtown), FL
2633
9720 Princess Palm Avenue
Suite 122
Tampa, FL 33619