Customer Service Representative

Location: Onsite Monday-Friday — 3067 East Commerce Street, San Antonio, TX 78220

Employment Type & Benefits: Full-time | Competitive Hourly Pay + Great Work-Life Balance + Performance Incentives after 90 days

Start Date: November 9th, 2026

Uni First is seeking a high-energy, detail-oriented, and experienced Customer Service Representative to join our onsite team in San Antonio. This position handles high-volume omnichannel inbound customer interactions (50-60 calls daily plus emails) across 8 internal systems simultaneously.

Candidates are expected to come in with proven call center experience navigating complex customer personalities, excellent attendance/adherence, multitasking skills, managing escalations, and working in standardized metrics-driven environments.

• Manage high-volume back-to-back inbound omnichannel customer interactions (calls and emails) from business accounts and individual customers.
• Navigate seamlessly across 8 distinct internal software systems and multiple screens in real time while actively listening and typing.
• Process complex transactional requests, including refunds, replacements, invoices, and inventory/item adjustments.
• Leverage internal knowledge bases, company training resources, and standard operating procedures (SOPs) to resolve customer inquiries quickly and accurately on first contact.
• Handle tier-1 escalations and navigate difficult customer personalities with empathy, professionalism, and quick problem-solving.
• Document customer interactions, open/track service tickets, and communicate with internal teams (field Sales and Service reps).
• Meet and exceed key performance indicators (KPIs) regarding Customer Satisfaction (CSAT), Average Handle Time (AHT), First-Call Resolution (FCR), Quality Assurance (QA), and Schedule Adherence
  .

• Training: 3 weeks of classroom training + 1 week of nesting (
  
  Schedule:
  
  8:00 AM – 5:00 PM).
• Operational
  
  Shifts:
  
  Shifts vary and are subject to change between 7:00 AM and 5:30 PM CST.

• 401K with Company Match, Profit Sharing, Health Insurance, Employee Assistance Program, Life Insurance, Paid Time Off, Tuition Reimbursement, 30% Employee Discount, Employee Referral Bonuses.
• Uni First is an international leader in garment & Uniform services industry. We currently employ over 16,000 team partners who serve 300,000 business customer locations throughout the U.S., Canada, and Europe.
• We were included in the top 10 of Selling Power magazine’s “Best Companies to Sell For” list and recognized on Forbes magazine’s “Platinum 400 – Best Big Companies” list. As an 80-year old company focused on annual growth, there’s never been a better time to join our team.

Required Qualifications (Must-Haves)

• Minimum 2+ years of direct experience in a high-volume Call Center or Omnichannel environment handling inbound calls and email queues using 3-4 screens.
• Demonstrated experience working under strict call center KPIs, specifically CSAT/QA scores, Average Handle Time (AHT), First-Call Resolution (FCR) and Schedule Adherence
  .
• Demonstrable record of excellent attendance and punctuality.
• Hands-on experience using online knowledge bases, company wikis, digital training tools, and search resources to resolve inquiries independently.
• Proven ability to manage varied customer personalities, de-escalate tough situations, and maintain composure under pressure.
• Minimum keyboard typing speed of 45 WPM with high accuracy; strong proficiency in MS Office (Outlook, Word, Excel) and tech savvy.
• High School Diploma or GED equivalent.

At Uni First, we’re a global leader in uniform rental and facility service solutions for businesses across industries - from manufacturing and food processing to…