Customer Service Representative I (Tier 1)

Responsibilities:
Customer Support
Handle inbound and outbound customer interactions via phone, email, chat, and SMS/text messaging

Assist customers with scheduling, account updates, service questions, billing inquiries, and order status updates

Resolve Tier 1 customer concerns promptly and professionally

Escalate complex issues to supervisors or appropriate departments when necessary

Maintain a high level of empathy and professionalism during all customer interactions

Communication & Follow-Up
Conduct outbound follow-up calls and messages regarding appointments, service confirmations, and issue resolution

Respond to customer inquiries within established response time standards

Provide accurate and up-to-date information regarding company services, pricing, policies, and procedures

Documentation & Systems
Accurately document customer interactions and updates within company systems and CRM platforms

Maintain organized records of customer issues and resolutions

Follow established workflows, scripts, and service protocols

Team Collaboration
Work closely with operations, logistics, sales, and management teams to ensure customer satisfaction

Participate in team meetings, coaching sessions, and ongoing training

Support company goals related to customer satisfaction, SLA, and sales conversion

Requirements:
High school diploma or equivalent

1+ year of customer service, call center, or support experience preferred

Strong verbal and written communication skills

Comfortable handling multiple conversations and tasks simultaneously

Basic computer proficiency and ability to learn new software quickly

Strong problem-solving and conflict-resolution skills

Ability to work in a fast-paced environment with attention to detail

Preferred: Experience with CRM or customer support platforms (Zendesk)

Preferred: Experience in logistics, moving, storage, or service-based industries