Customer Service Representative I (Tier 1)

Responsibilities:

• Customer Support

  • Handle inbound and outbound customer interactions via phone, email, chat, and SMS/text messaging

  • Assist customers with scheduling, account updates, service questions, billing inquiries, and order status updates

  • Resolve Tier 1 customer concerns promptly and professionally

  • Escalate complex issues to supervisors or appropriate departments when necessary

  • Maintain a high level of empathy and professionalism during all customer interactions

• Communication & Follow-Up

  • Conduct outbound follow-up calls and messages regarding appointments, service confirmations, and issue resolution

  • Respond to customer inquiries within established response time standards

  • Provide accurate and up-to-date information regarding company services, pricing, policies, and procedures

• Documentation & Systems

  • Accurately document customer interactions and updates within company systems and CRM platforms

  • Maintain organized records of customer issues and resolutions

  • Follow established workflows, scripts, and service protocols

• Team Collaboration

  • Work closely with operations, logistics, sales, and management teams to ensure customer satisfaction

  • Participate in team meetings, coaching sessions, and ongoing training

  • Support company goals related to customer satisfaction, SLA, and sales conversion

Requirements:

• High school diploma or equivalent

• 1+ year of customer service, call center, or support experience preferred

• Strong verbal and written communication skills

• Comfortable handling multiple conversations and tasks simultaneously

• Basic computer proficiency and ability to learn new software quickly

• Strong problem-solving and conflict-resolution skills

• Ability to work in a fast-paced environment with attention to detail

• Preferred: Experience with CRM or customer support platforms (Zendesk)

• Preferred: Experience in logistics, moving, storage, or service-based industries