Customer Service Representative; CSR

Summary
:
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. The role includes front‑desk duties such as guiding customers through the showroom, assisting with product selection, processing orders, and coordinating logistics to deliver outstanding service and uphold company standards.

Work Hours
:
Monday to Friday from 08:30 AM to 05:00 PM, 1 Saturday per month from 09:00 AM to 01:00 PM.

Seniority Level
:
Entry Level.

Employment Type
:
Full‑time.

Compensation
:
This hourly, non‑exempt position pays from $21 to $24 per hour, 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.

• 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.

• Employee is regularly required to use hands to handle objects, tools, or controls; reach with hands and arms; and communicate verbally.
• Employee frequently walks, stands, and occasionally sits.
• Employee must regularly lift, pull, and move up to 25 pounds and occasionally up to 50 pounds.
• Specific vision abilities required: 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

MSI is an equal opportunity employer that celebrates diversity and fosters inclusion and belonging for all employees. We provide a work environment that allows all employees to do their best work, free from all forms of discrimination. No employee or applicant will be discriminated against on the basis of race, ethnicity, age, sex, gender identity or expression, sexual orientation, citizenship status, military status, religion, disability status, or any other legally protected group.

MSI provides reasonable accommodations for all employees and applicants. If you believe you require an accommodation, please speak with your recruiter or a member of our HR team.