Customer Service Representative

Job Description

Job Description

Description:

Customer Service Representative

About Us:

Central Business Systems, Inc. is one of the fastest-growing office equipment and technology companies in the region. We have been in business for over 80 years in Kentucky, Indiana, and West Virginia.

Job Description:

The Customer Service Representative (CSR) is a front-line, customer-facing role responsible for delivering exceptional service to our clients through phone, email, and internal systems. This position serves as a key communication hub—handling incoming customer requests, supporting billing and accounts receivable (AR) processes, assisting with quoting, and ensuring issues are routed and resolved efficiently.

The ideal candidate is highly organized, detail-oriented, comfortable working across departments, and thrives in a fast-paced environment. Prior customer service experience is required, and experience with billing and/or AR is strongly preferred. Experience in Managed IT Services, copier/printer, or mailing systems environments is a plus.

Key Responsibilities

Customer Support & Communication

• Answer incoming phone calls and emails in a professional, friendly, and timely manner

• Serve as the primary point of contact for customer inquiries, requests, and issues

• Accurately document customer interactions and requests in internal systems

• Route requests to the appropriate department while maintaining ownership of communication and follow-up

• Proactively communicate status updates to customers to ensure a positive experience

Billing & Accounts Receivable Support

• Assist with invoicing, billing questions, and account inquiries

• Support accounts receivable activities, including payment follow-up and basic reconciliation

• Work closely with the finance team to resolve discrepancies and ensure accurate records

• Maintain professionalism and tact when discussing billing or payment matters with customers

Quoting & Administrative Support

• Assist with preparing customer quotes for services, equipment, and supplies

• Coordinate with sales, service, and technical teams to gather required information for quotes

• Ensure pricing, quantities, and details are accurate before delivery to customers

• Support general administrative and operational tasks as needed

Technology & Process Improvement

• Use Microsoft Excel and Microsoft 365 applications daily to track, organize, and report information

• Learn and adapt quickly to new systems, tools, and workflows

• Embrace technology improvements and automation, including AI-driven tools and processes

• Identify opportunities to improve customer experience and internal efficiency

Required Qualifications

• 2+ years of customer service experience (phone and email support required)

• Strong verbal and written communication skills

• High proficiency in Microsoft Excel and Microsoft 365 applications

• Excellent organizational skills and attention to detail

• Ability to manage multiple tasks and priorities in a fast-paced environment

• Professional, customer-first mindset

Preferred Qualifications

• Experience with billing and/or accounts receivable (AR)

• Experience in Managed IT Services, copiers/printers, or mailing systems

• Familiarity with ERP, PSA, or CRM systems (e.g., E-Automate, ConnectWise, or similar)

• Experience supporting quoting or sales administration functions

• Comfort working cross-functionally with operations, finance, sales, and technical teams

Core Competencies

• Customer-focused and service-oriented

• Detail-driven with strong follow-through

• Adaptable and open to change

• Comfortable learning and using new technologies, including AI-enabled tools

• Team-oriented with a collaborative mindset