Customer Service Representative

Training Commitment (What it takes to succeed):

• 1 week of full-time, instructor-led training (Monday-Friday, 8:00 AM to 4:30 PM).
• Fast-paced learning environment with daily performance expectations and real-time feedback.
• You will be expected to demonstrate readiness before moving to live calls.
• Attendance is critical due to the volume of material covered each day.

Because training builds day-by-day, missing time impacts your ability to succeed:

• 1 full-day absences may result in removal from training.
• 3 tardies may result in removal from training.
• 2 early departures may result in removal from training.

• Back-to-back inbound calls with limited downtime between calls.
• Strict schedules with adherence expectations (breaks and lunches are timed).
• Multiple systems open at once - speed and accuracy both matter.
• Performance is measured daily and directly impacts your success in the role (quality, call handling time, attendance).
• Training moves fast - you are expected to apply what you learn immediately.
• Customers may be frustrated or upset - you are expected to stay professional, in control of the call, and follow process even under pressure.
• Most employees take several weeks after training to feel fully comfortable in this role - this is expected.

• Quality scores based on call accuracy and compliance.
• Call handling time (efficiency matters).
• Schedule adherence (strict adherence to assigned shifts, breaks, and lunches).
• Customer experience and issue resolution.

• Handle a high volume of inbound calls in a structured, fast-paced environment.
• Navigate multiple systems while speaking with customers in real time.
• Follow specific scripts and verification processes with high accuracy.
• Document every interaction clearly and completely during or immediately after the call.
• Manage difficult or frustrated customers while maintaining professionalism and control.
• Apply SOPs exactly as trained — consistency is critical to quality scores.
• Complete accurate call documentation within required time frames while maintaining call flow.

• Shifts are assigned based on business needs.
• Candidates must be flexible to work any shift within operating hours.
• Saturday shifts are required.

• Need a flexible or changing schedule.
• Prefer slow-paced or unstructured work environments.
• Are uncomfortable being measured on daily performance metrics.
• Struggle with punctuality or strict attendance expectations.
• Prefer roles with extended downtime between tasks.

• You ask questions and apply feedback quickly.
• You improve week over week during training.
• You show reliability in attendance and schedule adherence.
• You remain consistent and committed, even when the role feels challenging during the learning curve.

• High School Diploma

• 6 months of customer service experience.
• Ability to type notes into customer accounts.
• Computer skills, working in various platforms.
• Recognize, apply and explain your product or service knowledge.

• Prolonged periods sitting at a desk, typing and working on a computer using repetitive motions.
• Standing, walking, lifting, carrying, reaching, pushing, and pulling.
• Must be able to lift 15 pounds at a time.
• Communication - Express ideas and deliver comprehensible messages, structuring them clearly and transparently while listening actively and being empathetic. Influences and creates an impact on others and shows strong negotiating skill.
• Teamwork - Work with others, adopting collaborative and positive relationships to achieve common goals.
• Change - Accept, embrace, and drive change, and innovation while being open to different approaches, ideas, and proposals.
• Results - Meets or exceeds goals and objectives by adopting an agile, dynamic, efficient, cost-oriented approach, eagerness, and optimism to get the best results.
• Leadership - Build and lead the team toward common results, positioning oneself as a leader and role model for guiding, inspiring, and driving the performance and development of team members while spearheading a positive environment.
• Strategic Mindset - Anticipates situations in the market while embracing the company's/department's strategic vision and mission. Achieves internal and external customer loyalty by utilizing quality and suitable proposed solutions.

• PTO (Paid Time Off)
• Holiday Pay
• FSA, HSA, 401K plans