Customer Service Representative (CSR)

DEPARTMENT: Customer Service POSITION TYPE/STATUS: Full-Time, Non-Exempt (hourly) REPORTS TO: CSR/Billing Manager SUPERVISES: Not a supervisory role ADOPTED/REVISED: 02/2026 Position Purpose/Summary Under the general supervision of the Sales and Marketing Supervisor, the Customer Service Representatives are responsible for overseeing and effectively assisting new and existing customers with orders and addressing concerns relating to accounts. Shift/Hours Monday – Thursday; 8:00 AM – 5:00 PM; Friday 7:00 AM – 4:00 PM. Hours may vary based on departmental requirements. Duties and Responsibilities Answer incoming calls and emails to assist customers by handling inquiries including services, delivery, pick up, relocation and repair of equipment, installation/pick up for fence. Coordinate with other members of the team to ensure proper coverage for lunch and break periods. Input and validate all work orders and service tickets for accurate information. Work closely with all other departments to ensure customer needs are met. Send quotes to customers and help the sales team with overflow quotes and/or order entry when necessary. Coordinate with the billing team on payments to specific accounts via check, ACH, or other means. Follow-up quotes to ensure delivery of materials in a timely manner. Prioritize daily tasks and complete all order entries by specified deadlines. Communicate regularly with the Supervisor on accounts, quotes or items that require additional attention. Act as a liaison between customers, sales, field operations, and office personnel to resolve complaints. Other duties as assigned. Qualifications High School diploma/GED or equivalent experience. Detail oriented. Reliability and trustworthiness. Able to handle large tasks and prioritize the importance of each project. Ability to handle high volume of phone calls. Team Player. Focus on quality customer service. Knowledge of Microsoft products (Excel, Word, and others). Ability to multi-task and keep a positive attitude in a fast-paced environment. Prior experience with Tower/AMCS highly recommended but not required. Skills Ability to effectively communicate information in one‑on‑one conversation to customers, and other employees of the organization. Mathematical skills: Ability to perform simple arithmetic (add, subtract, multiply, and divide). Reasoning ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to deal with problems involving a few concrete variables in standardized situations. Physical Requirements Prolonged periods of sitting at a desk and working on a computer. Must be able to lift 15 pounds at times. Pay Range $22.00 – $25.00 per hour based on annual escalation established on performance metrics. Knight’s Site Services, Inc. is proud to be an Equal Opportunity Employer to all, regardless of age, ancestry, association with a member of a protected class, bereavement leave, color, disability (physical, intellectual/developmental, or mental health/psychiatric.), exercising the right to family care and medical leave related to serious health condition of employee or family member, child bonding, or military exigencies, engaging in protected activity, gender identity or expression, genetic information or characteristic, marital status, medical condition (cancer or genetic characteristic), military and veteran status, national origin (includes language restrictions), pregnancy, childbirth, breastfeeding, or related medical conditions, Pregnancy Disability Leave (PDL), race (includes hairstyle and hair texture, religious creed (includes dress and grooming practices), reproductive health decision making, sex/gender, and sexual orientation. As a part of Knight’s Site Services, Inc., all employees are expected to perform job duties as described above with integrity, honesty, and cooperation, regardless of position. Each member of the Knight’s team plays a key role in the continued success of the Company. #J-18808-Ljbffr