Front Desk/Customer Service Associate

Front Desk Customer Service Representative

The Front Desk Customer Service Representative serves as a key ambassador of the company's brand, providing a welcoming, organized, and highly responsive experience for guests, employees, and customers. The role requires the ability to handle front desk operations, customer service inquiries, and inventory management while maintaining a high standard of professionalism and customer satisfaction. By ensuring smooth daily operations and addressing customer needs with precision, the person in this role becomes a vital component of operational efficiency and customer experience excellence. This is an in-office role, required to be onsite five days per week.

What you'll do day to day:

• Serve as the primary front desk, creating a professional and welcoming experience for all visitors through effective greeting, check-in, and direction.
• Receive, sort, and distribute incoming mail and packages daily, ensuring timely delivery to appropriate individuals or departments.
• Address customer inquiries via phone and email, providing clear, accurate, and timely support related to orders, products, troubleshooting, and general requests.
• Actively assist customers with feedback, concerns, and issue resolution, partnering with the customer service team to deliver consistent and high-quality experience.
• Maintain up-to-date knowledge of company products, policies, systems, and procedures to support a wide range of customer scenarios.
• Assist with escalations, order support, and follow-ups as needed, demonstrating flexibility in supporting team priorities.
• Seeking out opportunities for process improvements that enhance efficiency and overall customer experience.
• Meet or exceed monthly key performance indicators, demonstrating commitment to operational excellence and customer satisfaction.

What we're looking for (Key Performance Objectives):

• Front Desk Experience: Take ownership of front desk operations within 30 days, ensuring a consistent, organized, and professional experience for all visitors and employees.
• Customer Responsiveness: Meet response time expectations by 45 days and independently resolve routine inquiries by 90 days.
• Knowledge & Systems: Demonstrate working knowledge of products, policies, and systems within 90 days.
• Call Coverage: Reliably support call queue coverage by 30 days and manage assigned volume independently by 90 days.

Requirements/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

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).