Field Service Customer Service

Job Description

Job Description

ABOUT US:

Momentara is a full-service retail marketing agency supporting 28 enterprise clients with a combined footprint of more than 115,000 locations across North America. We specialize in the Quick Service Restaurant (QSR), C-Store & Fuel Retailing, Retail and Consumer Brand Manufacturing industries, providing end-to-end marketing execution through our integrated services, including strategy, creative, print production, merchandising displays, fulfillment, warehousing, technology development, and logistics.

Our 200,000-square-foot production and distribution facility allows us to deliver scalable retail marketing solutions that help our clients execute programs consistently across thousands of locations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The Customer Service Representative is dedicated to delivering exceptional service and ensuring that each customer interaction is positive, efficient, and tailored to meet individual needs. We focus on building strong, lasting relationships with our customers by providing timely, accurate, and personalized support across multiple communication channels. Whether resolving inquiries, troubleshooting concerns, or offering product recommendations, our team is committed to meeting the needs of each customer with professionalism and a customer-first attitude. We strive for continuous improvement to surpass customer expectations and enhance customer experience.

Core duties and responsibilities include

• Respond promptly and professionally to customer inquiries via phone, email, or other communication platforms.
• Resolve customer complaints and issues with patience, empathy, and effective problem-solving.
• Provide detailed product or service information to assist customers in making informed decisions.
• Follow up on customer concerns and ensure satisfaction is achieved
• Accurately process orders, returns, and exchanges.
• Maintain accurate records of customer interactions and transactions through CRM software.
• Collaborate effectively with other departments to ensure seamless customer service.
• Stay informed about new products, services, and new offerings to provide accurate and timely information to customers.
• Support additional customer serviceneeds or special projects as requested by management, ensuring efficient and effective resolution of any unique or urgent customer needs.

REQUIRED SKILLS/EXPERIENCE:

• High school diploma or equivalent; college degree is a plus.
• Previous experience in customer service or a related field is preferred.
• Strong verbal and written communication skills.
• Excellent problem-solving skills with a keen attention to detail.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• A positive, customer focused attitude.
• Familiarity with CRM systems and other customer service software is an advantage.
• Bilingual (English/Spanish or other languages) is a plus

SUPERVISORY RESPONSIBILITIES

• This job has no supervisory responsibilities.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• The employee must occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderate.