Customer Service Representative

Job Description

Job Description

• Our client is looking for a Customer Service Representative
• Temp to hire
• Hybrid work model: 2-3 days in office at first for training then remote.
• Hourly rate $28.50 an hour
• Strong benefits

This role qualifies incoming opportunities, scopes training and consulting projects, and builds proposals with support from the Training and Consulting Manager. It also handles the day-to-day account work these customers rely on, including purchase order tracking, issue resolution, and accurate records. This is a selling role. The Customer Service Representative is accountable for outreach, follow-up, and growing revenue within the assigned book of business through upselling and cross-selling additional training and consulting services.

POSITION RESPONSIBILITIES:
Training and Consulting Account Ownership

• Serve as the primary point of contact for our client's training and consulting customers, owning the account from first inquiry through project completion and post-service follow-up.
• Qualify incoming training and consulting inquiries by confirming scope, budget, timing, and decision-making authority before advancing an opportunity.
• Scope training and consulting projects, gathering course requirements, class sizes, site conditions, scheduling constraints, and regulatory drivers needed to price the work accurately.
• Build and deliver quotes and proposals, working with the Training and Consulting Manager to confirm technical scope, instructor and consultant availability, and pricing.
• Present pricing and terms, address objections, negotiate within approved guidelines, and secure the signed agreement or purchase order.
• Hand off booked work cleanly to the Training and Consulting Manager, operations, and instructors, confirming schedules, materials, and delivery details.

Sales Activity and Account Growth

• Maintain consistent outreach to assigned customers through calls, emails, and scheduled check-ins, meeting agreed activity and revenue targets.
• Follow up on every open quote and proposal until the opportunity is won, lost, or formally closed out.
• Identify upsell and cross-sell opportunities within existing accounts, including additional courses, refresher and recertification cycles, on-site delivery, and consulting services.
• Monitor certification expirations, contract renewals, and recurring training requirements, reaching out ahead of the renewal date to retain and expand the business.
• Introduce training and consulting customers to full suite of services and pass qualified staffing or field safety opportunities to the appropriate sales contact.
• Maintain accurate, up-to-date opportunity and pipeline records in the Client Relationship Management (CRM) system, including stage, activity history, quoted value, and expected close date.
• Report on pipeline, booked revenue, win rate, and forecast to the Vice President of Sales on a regular cadence.

Customer Service and Order Management

• Support purchase order (PO) tracking and reconciliation, ensuring accurate documentation, timely updates, and alignment with contracted pricing and terms.
• Respond promptly and professionally to customer questions, concerns, and service requests, resolving issues or escalating them to the appropriate internal team.
• Coordinate with operations and consulting leadership to troubleshoot service issues, confirm delivery details, and keep customers informed throughout an engagement.
• Maintain accurate, up-to-date customer and account records in the CRM, including order status, contact details, and service history.

REQUIRED EDUCATION AND EXPERIENCE :

• High School Diploma, or equivalent.
• Five (5) years of work experience in a customer-facing role.
• Two (2) years of work experience in inside sales, account management, or sales support, including responsibility for quoting or proposals.
• Demonstrated experience qualifying opportunities and following up on open quotes through to a decision.
• Experience managing purchase orders, account records, or service tickets in a customer-facing environment.
• Experience working with CRM systems, including opportunity and pipeline tracking.
• Knowledge of customer service principles, methods, practices, and techniques.

PREFERRED EDUCATION AND EXPERIENCE :

• Experience selling training, education, or professional services.
• Experience managing an assigned book of accounts or customer base carrying revenue responsibility.
• Experience supporting companies in the construction industry.
• Knowledge of the safety industry, including OSHA and other regulatory training requirements.

KNOWLEDGE, SKILLS & ABILITIES :

• Excellent verbal communication skills, including use of phone.
• Excellent writing communication skills, including the ability to build a clear, accurate written proposal.
• Excellent computer skills including Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Ability to ask questions that uncover customer needs and translate them into an accurate project scope.
• Ability to ask for the business and follow up persistently without being prompted.
• Ability to identify and resolve customer issues effectively.
• Ability to build rapport.
• Ability to operate in fast paced environment and change priorities quickly.
• Ability to balance multiple priorities to meet expected response deadlines.
• Ability to portray a positive, enthusiastic, and energetic demeanor.
• Ability to work well both independently and as part of a team.
• Ability to read, write, speak, and understand the English language.

PHYSICAL REQUIREMENTS :

• Location of job activities 100% inside.
• Sit for prolonged periods of time.
• Use of phone for communication.
• Extensive manual dexterity (keyboarding, mouse, phone).
• Reach, handle, and feel.
• Occasionally stoop, kneel, and crouch.
• Occasionally lift, carry, and move up to 25 pounds.

ADDITIONAL REQUIREMENTS:

• Must be available during normal business hours, Monday through Friday, 8am to 5pm EST.
• On occasion, must be available during non-business hours, including weekends, to support the needs of the sales and customer service department.

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