Customer Service Representative

Otr Holdings INC; Cincinnati (OH); On-site; USD 28,000 - 38,000; Full time

Job summary

Otr Holdings INC seeks a Customer Service Representative to be the primary contact for customers across phone, email, and chat, delivering timely, courteous assistance in Cincinnati. You will document interactions in the CRM and help resolve issues to sustain a positive experience.

Responsibilities include handling inquiries, updating customer records, identifying recurring problems, and collaborating with cross‑functional teams to improve processes and meet service targets.

Qualifications

• High school diploma or equivalent; some college preferred.
• 0–1 year in a customer-facing role, ideally in call center or retail.
• Accurate data entry and CRM experience.
• Excellent verbal and written communication; active listening.
• Strong problem-solving and ability to multitask under pressure.
• Effective time-management to meet SLAs.

Responsibilities

• Respond to inbound customer inquiries via phone, email, and chat with clear, courteous support.
• Enter and update customer information in the CRM accurately.
• Identify and troubleshoot common product or service issues and escalate complex cases as needed.
• Maintain detailed records of interactions, resolutions, and follow-up actions.
• Prioritize multiple requests while meeting established response times.
• Collaborate with cross-functional teams to relay feedback and improve processes.
• Monitor and report recurring issues to support continuous improvement.

Skills

Active listening

Verbal communication

Written communication

Problem-solving

Multitasking

Time management

Education

High school diploma

Tools

CRM software

Job description

About the role

The Customer Service Representative will be the primary point of contact for our customers, delivering timely and accurate assistance across multiple channels. This position requires strong communication, data entry accuracy, and the ability to resolve issues while maintaining a positive customer experience.

Key responsibilities

• Respond to inbound customer inquiries via phone, email, and chat, providing clear and courteous assistance.
• Enter and update customer information in the CRM system with a high degree of accuracy.
• Identify and troubleshoot common product or service issues, escalating complex cases as needed.
• Maintain detailed records of interactions, resolutions, and follow‑up actions.
• Prioritize and manage multiple customer requests simultaneously while meeting established response time targets.
• Collaborate with cross‑functional teams to relay feedback and improve processes.
• Monitor and report on recurring issues to support continuous improvement initiatives.

Required qualifications

• High school diploma or equivalent; some college coursework preferred.
• 0–1 year of experience in a customer‑facing role, preferably in a call center or retail environment.
• Proficiency with data entry and experience using CRM software.
• Excellent verbal and written communication skills, including active listening.
• Strong problem‑solving abilities and capacity to multitask under pressure.
• Effective time‑management skills with a focus on meeting service level agreements.

Nice to have

• Familiarity with ticketing systems and basic knowledge of our industry.
• Experience with live chat support platforms.
• Certification in customer service or related fields.
• Bilingual proficiency or additional language skills.