Customer Service Representative

Team & Position Description

The Customer Service Representative I supports dealer and direct customers by accurately processing orders, responding to inquiries, and ensuring service standards are consistently met. This entry-level role builds a strong foundation in customer service operations, order management, and issue resolution while working closely with internal teams. The role offers hands-on experience that develops accuracy, problem-solving, and professional communication skills with clear opportunities for growth. Success in this role requires attention to detail, responsiveness, and the ability to collaborate effectively while managing a steady workload in a fast-paced environment.

What You'll Do Day to Day

• Efficiently process orders in a high-paced environment, serving both Dealer and Direct Customers. This includes vigilant monitoring of customer portals for order processing and shipping notifications, as well as daily checks of customer portals.
• Address customer inquiries through email, our website, or social media platforms.
• Actively engage in responding to customer reviews across company websites and social media platforms to maintain positive customer relations.
• Maintain up-to-date knowledge of company products, policies, and procedures. Gain a comprehensive understanding of customer needs pertinent to your assignments.
• Answer all queued calls promptly, ensuring timely and effective resolution of customer queries and issues.
• Seek out and propose opportunities for process improvements that positively influence customer experience.
• Meet or exceed monthly key performance indicators, demonstrating commitment to operational excellence and customer satisfaction.
• Be prepared to take on additional duties as required, adapting to the evolving needs of the role and the organization.

What We're Looking For (Key Performance Objectives)

1. Order Accuracy: Achieve consistent order accuracy within the first 60 days by following established procedures.
2. Customer Responsiveness: Meet response time expectations by 45 days and independently resolve routine inquiries by 90 days.
3. Knowledge & Systems: Demonstrate working knowledge of products, policies, and systems within 90 days.
4. Call Coverage: Reliably support call queue coverage by 30 days and manage assigned volume independently by 90 days.

Ideal Attributes

• High School Diploma required
• 13 years of customer service or call center experience
• Basic proficiency in Microsoft Windows and Microsoft Office
• Clear and professional communication skills
• Strong attention to detail
• Ability to manage multiple tasks
• Problem-solving mindset and willingness to learn
• Dependable follow-through and teamwork

Physical Demands

• Primarily seated, with occasional standing
• Frequent computer and phone use
• No travel required

* this is a hybrid role with 3 days on-site at our Vernon Hills office

We are a drug-free workplace and an EEO employer.

Please note: This role will be filled by our internal recruitment team, so no assistance is needed from any outside staffing agency at this time.

Compensation Range: $21.00 $22.00 per hour Actual compensation may vary due to other factors such as: years of experience, skill set and location. Total compensation includes profit sharing bonus potential, 401k matching, and a variety of other benefits (details can be found here).

#LI- hybrid