Customer Service Representative

Customer Service Representative

This role delivers high-quality customer support by phone and other communication channels in a fast-paced office environment. You will handle inbound customer inquiries, resolve issues, process orders, and provide accurate product information while maintaining a positive, professional, and empathetic attitude. Success in this position requires strong communication skills, attention to detail, and the ability to manage multiple tasks while ensuring a consistently excellent customer experience.

Responsibilities

• Maintain a positive, proactive, empathetic, and professional attitude toward customers at all times.
• Respond promptly to customer inquiries via phone and other communication channels.
• Acknowledge, research, and resolve customer complaints to facilitate customer satisfaction.
• Develop and maintain in-depth knowledge of the company's products to answer questions accurately and confidently.
• Use product knowledge to identify opportunities for upselling and closing sales when appropriate.
• Process customer orders, forms, applications, and requests accurately and efficiently.
• Keep detailed and accurate records of customer interactions, transactions, comments, and complaints.
• Communicate and coordinate with colleagues and other departments as necessary to resolve issues and support customers.
• Provide feedback on the efficiency and effectiveness of customer service processes and suggest improvements.
• Ensure customer satisfaction by providing professional, courteous, and solution-focused support.
• Answer inbound customer calls using an Automated Call Distribution (ACD) system while promoting product lines and services.
• Handle all customer calls with a high level of professionalism, attention to detail, efficiency, and product knowledge, offering clear guidance on general topics and questions.
• Research and resolve customer complaints and issues, following through to ensure resolution and satisfaction.
• Review open order reports regularly and take appropriate actions to resolve outstanding issues.
• Prepare installation reports when requested by fire departments and other relevant stakeholders.
• Provide change forms to fire departments when necessary and route them through the appropriate records processes.
• Support fire departments and customers with website issues, e-approvals, and correct keying information.
• Process orders and prepare correspondence to ensure customer satisfaction and timely communication.
• Anticipate customer and team needs and proactively provide useful information to the lead or customer service manager.
• Apply knowledge of customer service concepts, practices, and procedures to handle a variety of situations.
• Create Return Material Authorizations (RMA) when customers need to return products.
• Use judgment and limited experience to plan and accomplish daily and longer-term goals.
• Perform a variety of tasks as assigned by the customer service supervisor to support department objectives.
• Support and participate in the organization's Continual Improvement Program in alignment with ISO 9001:2015 requirements.
• Comply with the Quality Policy and procedures and contribute to meeting Quality Management System (QMS) objectives.
• Understand and consider the implications of not conforming to QMS requirements in daily work.
• Meet or exceed call volume benchmarks, including achieving an average target of approximately nine minutes per call.
• Maintain call wait time targets of under two minutes to ensure timely customer service.
• Achieve call wrap-up time targets of under two minutes per call by completing documentation efficiently.
• Strive to attain and exceed target customer satisfaction ratings.
• Perform other duties as assigned to support the overall success of the customer service team.

Essential Skills

• Customer service experience required, preferably in a call center or fast-paced customer service environment.
• Excellent verbal and written communication skills with a clear, professional phone presence.
• Professional, friendly, and patient demeanor, including when handling difficult or frustrated customers.
• Strong active listening skills and the ability to identify customer needs and problems quickly.
• Solid problem-solving skills with the ability to resolve issues efficiently and effectively.
• Ability to multitask while speaking with customers, documenting information, and navigating computer systems.
• Comfortable working with computers, email, phone systems, and customer management software.
• Strong attention to detail with the ability to accurately enter and maintain customer information.
• Ability to remain calm, composed, and professional in a high-volume, sometimes stressful environment.
• Dependable and punctual with a strong work ethic and commitment to reliability.
• Ability to work independently while also contributing effectively as a team player.
• Willingness to learn and follow company policies, procedures, and product information.
• Ability to handle confidential customer information professionally and appropriately.
• Ability to communicate fluently in English while taking customer calls and interacting with others.
• Ability to read and write fluently in English at a 12th-grade level, including comprehending complex instructions, lengthy correspondence, and more complicated documents.
• Ability to apply a high degree of common sense when interacting with customers and co-workers.
• Ability to follow specific directions, carry out more complex instructions, and adapt to highly variable circumstances and constant change.
• Ability to perform basic math functions such as addition, subtraction, fractions, multiplication, division, and percentages.
• Demonstrated proficiency in Microsoft Office applications such as Outlook and Word; familiarity with other programs as necessary.
• Ability to type at least 30 words per minute.
• High school diploma or GED.
• At least two (2) years of consistent work experience, including at least one (1) year in a customer service-related capacity and/or one (1) year of professional telephone experience such as call center or receptionist work.

Additional Skills & Qualifications

• Experience working in a call center environment.
• Experience working in an ISO 9001:2015 environment is a plus.
• Bilingual ability in English and Spanish is a major plus.
• Experience with data entry and maintaining accurate records.
• Familiarity with Microsoft Excel is a plus.
• Ability to utilize office tools such as fax machines, copiers, scanners, and calculators.
• Positive attitude with a strong desire to go above and beyond to provide an excellent customer experience.
• Ability to build constructive working relationships with supervisors and co-workers and contribute to a team-oriented environment.

Why Work Here?

You will join a team-focused environment that values professionalism, continuous improvement, and high-quality customer service. The organization supports your growth by encouraging product knowledge, process feedback, and participation in a structured Quality Management System aligned with ISO 9001:2015 standards. You can expect a stable role with clear performance benchmarks, opportunities to develop your communication and technical skills, and the chance to contribute meaningfully to customer satisfaction and operational excellence.

Work Environment

This position is based in an office environment that relies heavily on phone and computer-based work. You will handle inbound calls through an Automated Call Distribution (ACD) system and work extensively with email, customer management software, and Microsoft Office applications such as Outlook and Word, with Excel usage as needed. The role involves frequent use of standard office equipment, including fax machines, copiers, scanners, and calculators. The work setting is fast-paced and high-volume, requiring sustained focus, professionalism, and composure throughout the day.

Job Type & Location

This is a Contract to Hire position based out of Phoenix, AZ.

Pay and Benefits

The pay range for this position is $22.00 - $22.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Phoenix,AZ.