Customer Service Representative

Inframark; Hialeah Estates (FL); On-site; USD 21,000 - 30,000; Full time

Job summary

Inframark is seeking a Customer Service Representative II to handle incoming calls and inquiries, process orders, and maintain customer records. The role involves in-person and phone interactions, data entry, and basic accounting tasks in a fast-paced office environment.

You will assist in resolving complaints, escalate issues as needed, and prepare documentation for account adjustments while adhering to company policies and SOPs.

Qualifications

• High School Diploma or GED with 2–4 years related experience.
• Experience handling customer orders and inquiries by phone and in person.
• Proficiency with Microsoft Office and basic office equipment.
• Ability to type 35 WPM and perform 10-key data entry.
• Familiar with billing and payment processing and rate orders.
• Strong communication and teamwork skills.
• Ability to work independently with minimal supervision.

Responsibilities

• Takes, prepares, tracks and expedites customer orders and inquiries.
• Maintains customer information and generates reports as needed.
• Refers service failure complaints to designated departments for investigation.
• Assists in resolving customer complaints.
• Inputs information regarding inspections and payments.
• Prepares and maintains correspondence with customers.
• May be responsible for maintaining a cash drawer and processing cash payments.
• May be responsible for basic accounting responsibilities.
• Responsible for special projects as needed.
• Prepare documentation for adjustments to customer accounts.

Skills

Communication

Problem solving

Attention to detail

Time management

Team collaboration

Education

High School Diploma or GED

Tools

Microsoft Office

Billing systems

10-key data entry

Job description

JOB FUNCTION/ PURPOSE

The Customer Service Representative II is responsible for handling and processing incoming calls and requests from customers.

RESPONSIBILITIES

• Takes, prepares, tracks and expedites customer orders and inquiries by phone and in person.
• Fills out necessary paperwork associated with each transaction. Maintains customer information database by updating customer information when required. Generates reports as needed.
• Refers service failure complaints to designated departments for investigation.
• Assists in resolving customer complaints.
• Inputs information regarding inspections and payments.
• Prepares and maintains correspondence with customers.
• May be responsible for maintaining a cash drawer and processing cash payments.
• May be responsible for basic accounting responsibilities.
• Responsible for special projects as needed.
• Prepare documentation for adjustments to customer accounts.
• Other duties as assigned.

Education/Experience:

High School Diploma or GED. 2-4 years related experience.

Technical:

Intermediate proficiency with Microsoft Office applications & internet. Ability to work with basic office equipment & phone systems. Ability to work with numbers, including calculations & cash handling. Ability to type 35 WPM, including Alpha-numeric keys & 10 key-machine. Working knowledge of billing and payment processing; Familiar with rate orders & contracts.

Communication:

Communicates clearly & professionally. Contributes to a positive internal & external customer experience. Maintains composure in challenging situations. Collaborates with others. Asks for constructive feedback.

Problem Solving & Quality:

Pays attention to detail. Identifies & solves problems. Escalates issues accordingly. Checks work for quality. Shares suggestions to improve quality & productivity.

Managing For Results:

Works independently with minimal supervision. Takes projects to completion. Follows all company policies & SOPs. Manages multiple tasks. Demonstrates flexibility in workflow & scheduling.

Leadership & Initiative:

Demonstrates a positive attitude. Acts in accordance with company vision, mission & values. Takes accountability for own performance. Willing to take on additional assignments. Seeks out opportunities for development.

PHYSICAL DEMANDS

The work environment is characteristic of an office environment: sitting, standing, walking, bending and lifting are required to perform job responsibilities. The employee must occasionally lift and move up to 20 lbs.