Customer Service Representative

Job Description

Company Description Acoustical Solutions is a leading provider of soundproofing and noise control solutions with more than 30 years of industry experience. The company addresses a wide range of acoustical challenges, from large construction projects and open office environments to complex industrial applications requiring custom-engineered enclosures. Acoustical Solutions offers a broad portfolio of products and provides turn-key solutions, including both materials and installation services. The organization has built a strong reputation for excellent customer service and operates on core principles of a strong guarantee, technical competence, efficiency, customization, and innovation. Team members are part of a customer-focused environment that emphasizes quality and tailored solutions.
Role Description This full-time, on-site Customer Service Representative role is based in the Greater Richmond Region. The Customer Service Representative will engage with customers via phone, email, and other channels to answer questions, provide product information, and assist with selecting appropriate soundproofing and noise control solutions. Daily responsibilities include processing orders, tracking shipments, resolving issues, and coordinating with internal teams such as sales, technical support, and operations to ensure accurate and timely service. The role includes documenting customer interactions, maintaining customer records, and following up to ensure satisfaction and a positive experience with Acoustical Solutions. The Customer Service Representative will also support continuous improvement efforts by identifying common customer needs and providing feedback to enhance products and services.
Qualifications

• Demonstrated skills in customer service and customer support, with the ability to respond promptly and professionally to inquiries.
• Experience promoting customer satisfaction and enhancing the overall customer experience through attentive, solutions-focused communication.
• Background working as a Customer Service Representative or in a similar customer-facing role.
• Strong verbal and written communication skills, including clear phone etiquette and accurate documentation.
• Ability to learn technical product information and explain solutions in accessible terms to customers.
• Organizational and time management skills, with attention to detail when processing orders and managing follow-ups.
• Proficiency with standard office software, CRM systems, or order management tools.
• Collaborative mindset and ability to work effectively with cross-functional teams.
• High school diploma or equivalent required; additional education or training in business, communications, or a related field is beneficial.
• Experience in construction, industrial products, or acoustical solutions is a plus but not required.