Customer Service Representative

Customer Service Representative

The Tyndale Company, a 10x Top Workplace winner in PA and 5x Top Workplace winner in TX is seeking an experienced Customer Service Representative to join our team. Tyndale's Customer Service Representatives strive for excellence in every customer interaction, including phone calls, web chat, text, and email in a timely, accurate, and professional manner. Our Customer Service Representatives are responsible for maintaining customer data within Tyndale's systems in a highly accurate manner.

This is a Monday through Friday schedule 7:00am-3:30pm EST.

Tyndale supports a strong work-life balance. This opportunity requires onsite work a minimum of 1 day per week, and 4 days per week remotely. To be considered, candidates must reside within a commutable distance from our location in Houston, TX (City Centre) or Pipersville, PA.

Responsibilities

• Provide timely, accurate, and professional customer support through phone, email, web messaging, text, service tickets, and internal service channels.
• Monitor, prioritize, and complete assigned customer inquiries, service tickets, email queues, internal requests, and follow-up items in accordance with established procedures and service expectations.
• Process customer orders, returns, and service-related transactions with a high level of accuracy, efficiency, and attention to detail.
• Respond to customer inquiries related to order status, delivery, product options, website navigation, lost shipments, returns, replacements, and other service needs.
• Resolve routine customer concerns by asking effective questions, gathering relevant information, documenting interactions appropriately, and following through or escalating when needed.
• Maintain accurate customer profile, order, and service information in Tyndale systems, correcting routine discrepancies, and escalating complex issues through the appropriate path.
• Communicate with internal departments to verify order details, gather information, and support resolution of service issues.
• Handle tense or sensitive customer interactions with professionalism, empathy, sound judgment, and a focus on resolution.
• Meet established performance expectations related to productivity, call handling, email and ticket quality, order accuracy, customer interaction quality, schedule adherence, and timely follow-up.
• Follow established customer service procedures, company policies, account-specific requirements, confidentiality expectations, and service standards.
• Report recurring service issues, customer concerns, system discrepancies, or unresolved concerns to the appropriate Customer Service leadership or escalation channel in a timely manner.
• Share feedback and work collaboratively with Tyndale team members to support a positive customer experience and consistent service processes.

Qualifications

• High school diploma or equivalent required.
• Previous call center or customer service experience highly preferred.
• Strong customer-focused mindset with the ability to communicate professionally, patiently, and effectively with customers, including during tense interactions.
• Detail-oriented with the ability to maintain accuracy, service quality, and professionalism while handling a high volume of calls, emails, service tickets, and internal requests.
• Proficiency with Microsoft Office required, including basic Microsoft Excel skills; comfortable learning and navigating multiple internal systems, order platforms, and customer service tools.
• Ability to prioritize work, manage multiple tasks, adapt in a fast-paced environment, and work toward first-contact resolution whenever possible.
• Ability to collaborate with internal team members and cross-functional departments to support customer needs.
• Self-motivated, dependable, organized, and able to meet established performance expectations related to productivity, quality, accuracy, and customer satisfaction.

Work Environment/Physical Demands

• Hybrid work environment, currently requiring one day per week in the office and four days per week remote, subject to business needs and company policy.
• Role involves extended periods of sitting, computer use, and phone or digital communication.
• When working remotely, must maintain a quiet, dedicated, and distraction-free workspace suitable for handling customer calls, emails, and confidential business communications, including a reliable internet connection in accordance with company requirements.
• Fast-paced, high-volume setting with frequent interaction with customers, internal team members, and associates at various levels through phone, email, and digital platforms.
• Requires sustained attention to detail while managing customer interactions, service queues, data entry, order review, ticket updates, and customer inquiries.
• May involve handling tense or sensitive customer situations requiring professionalism, sound judgment, and composure under pressure.

Benefits

• Health & Wellness: Comprehensive medical, dental, and vision insurance with competitive premiums. Paid parental leave. Mental health support through an EAP and partial reimbursement on copays, fertility support, and robust wellness programs with annual reimbursements.
• Work-Life Balance: Many positions with Tyndale offer hybrid onsite + remote work schedules, generous PTO, paid holidays + a floating holiday, and more.
• Financial Compensation: Competitive salary, 401(k) with matching, and bonus opportunities.
• Career Growth & Development: Training/certification/tuition reimbursement programs and demonstrated paths for knowledge share and internal promotion opportunity.
• Culture & Perks: Family-owned values, award winning culture, team-engagement events, casual dress code, company-sponsored charitable events and activities, and an inclusive workplace that values collaboration and integrity.