Customer Service Representative

Job Description

Job Description

We are looking for an inbound call center Customer Service Representative to join a machinery manufacturing organization in Grand Rapids, Michigan. This Long-term Contract opportunity is well suited for someone who communicates clearly, enjoys helping customers, and can stay organized in a busy office setting. The role focuses on delivering attentive service, handling correspondence accurately, and strengthening customer relationships through responsive support and thoughtful problem-solving. The role is 100% onsite, 40 hours/week scheduled Monday through Friday between 8:30am-8pm and Saturdays/Sundays 10am-6pm in order to hit 40 total work hours per week. You would work alternating weekends.

Responsibilities:

• Manage inbound and outbound written communication with customers and business contacts, ensuring messages are clear, accurate, and timely.

• Deliver prompt and courteous support by addressing customer questions, resolving concerns, and providing accurate information on each interaction.

• Build strong relationships with customers by understanding their needs and identifying appropriate products or service options when relevant.

• Contribute to business growth efforts by recognizing opportunities to recommend additional solutions and directing clients to the right internal resources.

• Investigate complex service issues by gathering details, researching records, and coordinating with internal teams to reach effective resolutions.

• Maintain accurate customer information and interaction records while working across office software and customer management systems.

• Support daily administrative and service-related tasks that help the team operate efficiently in a fast-moving environment.

• Collaborate with coworkers, clients, and external partners in a courteous and consistent manner to ensure a consistent customer experience.

• At least 2 years of experience in a customer-facing or service-oriented role, ideally within a performance-driven environment.
• Strong verbal and written communication skills with the ability to interact professionally across a range of audiences.
• Demonstrated commitment to delivering high-quality customer support with patience, accuracy, and attention to detail.
• Proficiency with Microsoft Office applications, including tools used for correspondence, documentation, and data entry.
• Familiarity with customer relationship management platforms and the ability to learn new systems quickly.
• Proven ability to research issues thoroughly and take initiative to resolve challenging customer concerns.
• Comfort working with multiple computer applications at once while staying organized and efficient.
• Solid problem-solving and analytical skills, along with a positive and team-oriented approach to work.