Customer Service Rep

Customer Service Representative Position Description: We are looking for team players who are curious enough to ask questions and explore new ideas, passionate enough to serve our customers, and ready to take ownership of challenges and grow with us. The Customer Service Representative serves as the front line of communication between the company and its customers, delivering responsive and solution-oriented support. This role involves handling inquiries, processing requests, and ensuring a positive customer experience across multiple communication channels. Key Responsibilities: Respond to customer questions, complaints, and service requests via phone, email, or chat in a courteous and timely manner. Assist with order processing, account updates, billing inquiries, and product/service troubleshooting. Accurately document customer interactions and outcomes in CRM or ticketing systems. Escalate unresolved or complex issues to appropriate departments while maintaining ownership of the customer experience. Provide accurate information about products, services, policies, and procedures. Follow company guidelines for customer interactions, data privacy, and service expectations. Meet or exceed individual performance goals related to response time, accuracy, and customer satisfaction. Required Education & Qualifications: 12 years of customer service or call center experience preferred. Strong verbal and written communication skills with a friendly and professional demeanor. Ability to work efficiently under pressure and manage high volumes of customer inquiries. Comfortable using customer service software, CRM tools, and basic office applications. Good problem-solving skills and a customer-first mindset. Reliable, punctual, and able to follow established procedures and protocols. Bilingual skills (preferred in some roles or regions). High school diploma or equivalent required. Additional training or coursework in communication, customer service, or office systems a plus. Why Choose Modine? Health & Well-being: Day One Competitive health, dental & vision insurance coverage Employee Assistance Program After 90 days of continuous employment Maternity Leave (12 weeks at 100% pay) 8 weeks of short term disability leave paid at 100% 4 weeks of paid parental leave paid at 100% Paternity Leave (4 weeks at 100% pay) Financial Benefits: 401k Retirement plan and company paid match Life Insurance Health Savings Account (HSA) with employer contribution Flexible Spending Accounts (FSA) Short Term Disability (company paid) Long Term Disability Work-Life Balance: Competitive time-off policies Tuition Reimbursement Modine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.