Customer Service Representative

Job Description

Job Description

The Republic of Tea is a progressive and socially conscious business recognized as a leading purveyor of nearly 400 all-natural premium teas, herbs and gifts. We enrich people’s lives through great-tasting teas, education and innovation while championing a “Sip by Sip Rather Than Gulp by Gulp” lifestyle. In keeping with our whimsical identity as an independent Republic, we refer to our employees as Ministers, sales representatives as Ambassadors, consumers as Citizens and our retail partners as Embassies.  As a family-owned company, we are dedicated to sharing our prosperity through meaningful philanthropic partnerships and creating opportunities for learning and growth within our TEAm. Join us and become part of a collaborative, purpose-driven culture—where you can grow your career, expand your network, and help lead the tea revolution.

POSITION SUMMARY:

The Customer Service Representative is a non-exempt, entry-level role responsible for delivering exceptional service to The Republic of Tea Citizens (customers) across multiple communication channels, including phone, email, chat, and online portals. This position supports order processing, responds to routine customer inquiries, and assists with basic account maintenance while ensuring accuracy, professionalism, and adherence to established service standards in a fast-paced environment.

ESSENTIAL RESPONSIBILITIES:

• Respond to incoming customer inquiries via phone, email, chat, fax, and online portals.
• Accurately enter and process customer orders across all ordering channels.
• Assist with managing customer accounts and maintaining accurate customer data within internal systems.
• Resolve routine customer questions and concerns using established guidelines and procedures.
• Escalate complex or non-routine issues to senior team members or supervisors as appropriate.
• Provide back-up coverage for the customer service switchboard as needed.
• Meet or exceed established daily productivity, quality, and service level goals.
• Perform other duties as assigned.

BASIC QUALIFICATIONS:

• High School diploma or equivalent.
• Minimum of one (1) year of customer service experience.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office applications, including Outlook.
• Basic understanding of ERP systems and order fulfillment processes, or the ability to learn quickly.

PREFERRED QUALIFICATIONS:

• Experience in a call center or customer contact environment.
• Prior experience with order entry or consumer goods organizations.
• Familiarity with multi-channel customer service platforms.

COMPETENCIES

• Customer Focus: Demonstrates a genuine commitment to providing outstanding service by actively listening, responding with empathy, and ensuring customer needs are met.
• Communication: Communicates clearly, professionally, and effectively in both written and verbal formats; adapts messaging based on audience and situation.
• Attention to Detail: Maintains a high level of accuracy when processing orders, entering data, and handling customer information.
• Teamwork: Contributes positively to the TEAm environment by collaborating with colleagues, supporting shared goals, and valuing diverse perspectives.
• Time Management: Effectively prioritizes tasks to meet productivity targets and customer response time expectations.
• Adaptability: Remains flexible and effective during periods of high volume or changing priorities.

PHYSICAL DEMANDS

• Ability to sit or stand for extended periods while working at a computer workstation.
• Frequent use of computer, phone, and other office equipment.
• Ability to occasionally lift up to 25 pounds.

The Republic of Tea is an Equal Opportunity Employer