Customer Service Representative

Hercules is currently looking for a Customer Service Representative that will work a hybrid schedule. As a Customer Service Representative, you’ll have an opportunity to be a part of a team that directly impacts our company’s mission of providing best-in-class service. The Customer Support team operates in a fast-paced environment handling a high volume of diverse customer inquiries. In this role, the Customer Support Representative also provides cross-functional support for our Sales and Operations team by liaising with key business teams at our corporate office.

A successful Customer Support Representative possesses a strong knowledge base about our business, is solution-oriented, and maintains a professional demeanor. The ideal candidate provides high quality customer service and exhibits initiative in achieving and improving team performance and productivity goals.

• Provide best‑in‑class customer service
• Achieve and maintain quality assurance standards
• Strong active listening skills to properly interpret and resolve customer requests
• Take ownership during customer interactions and achieve first‑call resolution outcomes
• Calculate and explain customer disbursements
• Process sales‑related work orders
• Generate revenue reports
• Prepare correspondences for internal and external customers
• Interpret and explain contract terms
• Diffuse difficult customer interactions
• Liaise with key departments to coordinate sales‑related activities
• Participate in special projects as requested

• Ability to work one weekend day (Saturday or Sunday) per week
• Bachelor’s degree from an accredited college or university, or equivalent applicable experience
• Minimum of 1-2 years of customer service experience
• Excellent English verbal and written communication skills
• Demonstrated proficiency in MS Office (Outlook, Word, Excel) is a plus