Customer Service Representative; CSR

Join to apply for the Customer Service Representative (CSR) role at MSI
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MSI provides an hourly, non-exempt position that pays from $18.00/hr to $21.00/hr, with overtime compensated at 1.5 times the base rate. New hires usually earn between $40,000 and $54,400 annually, or more, depending on experience, overtime hours, and bonuses.

$18.00/hr - $21.00/hr

The Customer Service Representative (CSR) is an on‑site role responsible for engaging with customers through multiple channels, including phone, email, and in‑person interactions. Front‑desk duties include guiding customers through the showroom and assisting with product selection. The role also involves backend operations such as processing orders and coordinating logistics. CSRs play a crucial role in delivering outstanding service, ensuring customer satisfaction, and upholding company standards.

Monday to Friday from 08:00 AM to 05:00 PM, 2 Saturdays a month from 09:00 AM to 12:00 AM

Entry Level

Full‑time

• Provide exceptional customer service through phone, email, and in‑person interactions.
• Build and nurture strong customer relationships.
• Assist customers in selecting the appropriate products for their needs.
• Retrieve and bring product samples to customers in the showroom.
• Address customer issues related to transactions, deliveries, and products.
• Accurately maintain customer contact information and transaction records.
• Follow up with customers on quotes, inquiries, and sales opportunities.
• Process sales transactions, payments, and generate sales orders.
• Schedule deliveries and coordinate logistics for material shipments.
• Create shipping orders and packing lists.
• Answer inbound sales calls and proactively make outbound calls.
• Ensure showroom displays are maintained to the highest standards.
• Monitor stock levels to ensure efficient processing of customer orders.
• Support trade customers by understanding their project needs and recommending suitable MSI materials.
• Maintain marketing materials for easy customer access.
• Collaborate with Sales Representatives to keep account transactions and inventory up to date.
• Stay informed about company products and services.
• Perform additional duties as required.

• High School Diploma required; some college coursework preferred.
• Minimum of 1 year of customer service experience.
• Strong communication skills with a positive, solution‑oriented approach.
• Attentive to customer needs and details.
• Proven ability to manage multiple tasks simultaneously.
• Goal‑oriented with a focus on delivering excellent customer service.
• Strong math skills and the ability to perform quick calculations.
• Proficient with PCs and navigating a multi‑window environment.
• Intermediate skills in MS Outlook, Word, and Excel.
• Bilingual (Spanish) preferred.

• Required to use hands to handle objects, tools, or controls; reach with hands and arms; and communicate verbally.
• Frequently sits, occasionally stands or walks.
• Occasionally lift, pull, and move up to 25 pounds.
• Specific vision abilities required include close vision.

• Referral, Holiday, and Annual Bonuses
• Annual pay increases
• Paid Time Off
• Medical, Dental, and Vision Insurance
• Company‑paid Short Term and Long Term disability
• Company‑paid Life Insurance
• Tuition Reimbursement
• Traditional and Roth 401(k) plans with company matching contributions
• Charitable donation matching programs
• Free, company‑sponsored 1‑on‑1 tutoring for children/dependents of MSI employees in grades K‑12, including free tutoring for SAT and ACT tests

Founded in 1975, MSI is a leading supplier of flooring tile, countertops, wall and backsplash tile and hardscaping surfaces products in North America. Headquartered in Orange, California, MSI also maintains over 50 state‑of‑the‑art showroom and distribution centers across the U.S. and Canada. MSI’s product line includes an extensive offering of Granite, Quartz, Porcelain, Luxury Vinyl flooring, Slate, Marble, Travertine, Sandstone, Limestone, Quartzite, onyx, stacked stone and pavers imported from over 36 countries on six continents.

• Top 5 fastest growing companies - OC Business Journal
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