Customer Service Rep I

Job Description

Job Description

Description:

Key Responsibilities:

Provides front-line customer support by responding to routine inquiries, resolving basic issues, and delivering consistent service experiences under close supervision. Builds foundational knowledge of company products, services, systems, and customer service processes while learning standard procedures and performance expectations.

All roles at Signia are expected to support the company’s operating model (SOAR) and contribute to the organization’s business value drivers, Profitable New Business, Productivity, Precision M&A, and Value-Based Pricing, through operational excellence, continuous improvement, collaboration, and customer focus.

Key Deliverables of the Position:

1) Respond to basic customer inquiries via phone, email, chat, or service systems.

2) Resolve routine customer issues by following scripts, procedures, and knowledge base guidance.

3) Escalate complex or unresolved issues to higher-level representatives or supervisors.

4) Document customer interactions, case details, and resolutions accurately in CRM or ticketing systems.

5) Maintain service levels for response time, accuracy, and customer satisfaction.

6) Provide basic product or service information to support customer needs.

7) Follow company policies, schedules, and service standards in daily interactions.

Requirements:

Education and Experience

• Beginning knowledge of customer service practices, communication techniques, and support procedures

• Basic computer literacy and ability to learn CRM, ticketing, and service tools

• High school diploma required; associate degree preferred

• 0–2 years of customer service, administrative, or customer-facing experience

• Works under direct supervision

Technical Competencies

1) Customer service fundamentals

2) CRM and ticketing system use

3) Customer communication and issue handling

4) Basic troubleshooting and problem resolution

5) Case documentation and record accuracy

6) Product and service knowledge acquisition

7) Service standards and escalation procedures

8) Proficient Computer Skills: Microsoft Office including Outlook, Word, Excel, and Power Point

9) Excellent Communication Skills – both verbal and written

Behavioral Competencies – Demonstrates behaviors consistent with our values

1) Thinks and acts like an owner

o Uses company resources wisely & cost-effectively

o Shows pride in the organization and a commitment to its long-term success

o Takes full responsibility for their actions

o Holds self to high standards of performance and integrity

2) Demonstrates high integrity

o Consistently acts with honestly, transparency and high ethics

o Makes decisions based on what is morally right

o Owns their actions and holds self-accountable

3) Puts team above self; in it together

o Prioritizes team and company over personal gain

o Collaborates with team members within the department and across all functions

Contributes to a positive, inclusive work environment

4) Innovates and improves

o Actively supports or initiates continuous improvement efforts

o Shares ideas and suggests solutions that enhance team or business performance

o Stays open to feedback and embraces changes

o Demonstrates a bias towards action

5) Honors commitments

o Consistently follows through on project timelines, meeting and deliverables

o Takes ownership for responsibilities and delivers results

o Makes and holds commitment

o Communicates proactively when challenges arise and adjusts plans to stay on track

Equal Opportunity Employer/Protected Veteran/Disability/E -Verify