Customer Service Representative

Job Description

PRIMARY RESPONSIBILITIES
Handle advanced and complex customer inquiries, complaints, and service requests with a high degree of professionalism.
Act as a liaison between customers and departments such as Sales, Logistics, and Technical Support to resolve issues promptly.
Support key accounts and high-impact customers with personalized service and follow-up.
Monitor service workflows and suggest improvements to enhance the customer experience and operational efficiency.
Lead by example in meeting customer service standards, KPIs, and SLAs.
Maintain detailed documentation in CRM or ERP systems and ensure compliance with company policies.
Participate in team meetings, contribute to service initiatives, and collaborate on special projects.

EDUCATION & EXPERIENCE QUALIFICATIONS
High school diploma or equivalent required.
4-6 years of customer service experience, including at least 1-2 years in a coordination or advanced support role.
Proficient in customer service software.
Strong written and verbal communication skills.
Detail-oriented with strong organizational and problem-solving abilities.
Ability to multitask and remain calm under pressure.

JOB REQUIREMENTS
Must be able to multi-task in a fast-paced environment.
Ability to drive issues to closure and complete tasks in a professional and compliant manner.
Attention to detail and commitment to quality.

COMPETITIVE BENEFITS:
401(k) Retirement Plan - NOV matches every dollar up to 5% of base pay and overtime for every dollar you invest.
Competitive medical plans that are effective your date of hire. Coverage options for just yourself as an eligible employee start at as little as $40 per pay period (bi-weekly), and plans that cover your entire family (yourself, eligible spouse, and eligible children) start at $150.50 per pay period (bi-weekly).
Starting in 2026, FREE MDLIVE virtual visits (when enrolled in an NOV medical plan).
FREE preventative medical and dental care for the entire family (when enrolled in an NOV medical/dental plan and seeing an in-network physician).
FREE Basic Life and AD&D insurance at 2 times your annual salary (for full-time employees).
All regular full-time employees start with 3 weeks of paid vacation per year (prorated based on start date). Pre-NOV relevant experience (years of service) may be considered for vacation accruals.
All regular full-time employees receive up to 11 paid holidays per year.