Customer Service Representative Louisville, KY | Robert Half

Customer Service Representative

We are looking for a Customer Service Representative to join our team in Louisville, Kentucky in a Contract to Permanent role. This position focuses on delivering responsive support across chat, phone, and order-related inquiries while ensuring each customer receives timely, accurate assistance. The ideal candidate is service-minded, organized, and confident managing questions, follow-up tasks, and cross-functional coordination in a fast-paced environment.

Responsibilities:

• Deliver prompt assistance through website chat and customer communications, clarify needs, and connect complex matters with the right internal teams while remaining accountable for the overall customer experience.
• Record conversations, service requests, lead details, follow-up commitments, and account updates accurately in company systems to maintain complete and reliable customer records.
• Research customer concerns, address issues directly when possible, and manage escalations through resolution with regular updates to customers on status and next steps.
• Provide internal support for quotes, order entry, order tracking, and service-related requests by coordinating with the appropriate departments to ensure timely handling.
• Process post-sale service needs such as returns, refunds, claims, warranty matters, and RMAs in alignment with established policies and procedures.
• Offer first-level product and technical guidance by gathering key application details, using available resources, and involving technical specialists when deeper review is needed.
• Follow up proactively on delayed orders, pending information, open claims, unresolved questions, and other outstanding matters until a clear resolution or action plan is in place.
• Maintain a calm, attentive approach in challenging interactions by demonstrating empathy, patience, and strong listening skills while working toward positive outcomes.
• Partner closely with Sales, Operations, Marketing, Shipping, Service, Engineering, Procurement, and related teams to secure accurate information and resolve customer requests efficiently.