Customer Service Representative

A customer should not need to repeat the same problem to three different people.

We are hiring a Customer Service Representative in Wilmington to answer questions, document requests, and help customers understand the next step. This is a full-time, on-site role with training on the organization’s services, systems, and escalation process.

• Respond to customer questions by phone, email, and approved in-person channels.
• Confirm contact, account, and request details before recording an interaction.
• Explain established service options, timelines, and next steps in plain language.
• Resolve routine issues within approved guidelines and elevate exceptions promptly.
• Update the customer record so the next colleague can see what has already happened.
• Follow up on open requests and close records only after the required action is complete.

Bring clear spoken and written communication, patience, and confidence using a computer while speaking with a customer. Experience from retail, hospitality, reception, call-center, volunteer, or community-facing work can all be relevant.

A high school diploma or equivalent is sufficient. Previous experience with a CRM or ticketing system is useful but not essential. Training will cover the tools and service information specific to this role.

Strong performance means the customer receives an accurate answer or a clear handoff, the record is complete, and promised follow-up happens on time. The role may involve service targets, but accuracy and appropriate escalation remain more important than rushing a conversation.

The position is based in Wilmington, North Carolina and requires regular attendance at the confirmed workplace.

Applicants will receive fair consideration based on their ability to perform the role, and reasonable accommodation is available through the employer’s approved process.