Customer Service Representative

Applied-Technical-Services-LL; Marietta (GA); On-site; USD 32,000 - 42,000; Full time

Job summary

Applied-Technical-Services-LL in Marietta, GA is seeking a Customer Service Representative to serve as the first point of contact for customer inquiries. You will handle emails, web inquiries, and calls, document requests, and route them to the correct department or subject matter expert.

You will develop knowledge of company services, enter data in CRM, follow up on inquiries, and support a professional, customer-focused experience in a fast-paced office environment.

Qualifications

• High school diploma or equivalent.
• 0-2 years of customer service, contact center, or call center experience preferred.
• Experience using CRM software preferred.
• Strong written and verbal communication skills.
• Demonstrated active listening skills and ability to gather accurate information.
• Strong organizational skills and attention to detail.
• Ability to work effectively in a fast-paced environment.
• Ability to quickly learn new systems, processes, and service offerings.
• Demonstrated professionalism, reliability, and commitment to customer service excellence.

Responsibilities

• Respond to customer web inquiries, direct emails, and incoming phone calls, ensuring requests are accurately documented and routed.
• Answer incoming customer calls using a multi-line system with active listening and clear communication.
• Ask probing questions to determine next steps based on customer needs.
• Enter and maintain customer and lead information within CRM systems.
• Route requests to the appropriate department or subject matter expert.
• Perform timely follow-up to obtain needed information for routing decisions.
• Collaborate with internal departments to resolve issues and enhance the customer experience.
• Learn new services, systems, and processes to support evolving business needs.

Skills

Active listening

Written communication

Verbal communication

Organizational skills

Attention to detail

CRM experience

Adaptability

Confidentiality

Education

High school diploma

Tools

CRM software

Job description

The Customer Service Representative serves as the first point of contact for customer inquiries and plays a critical role in delivering service excellence. This position responds to a high volume of customer emails, web inquiries, and phone calls while ensuring customer requests are accurately documented, evaluated, and routed to the appropriate department or subject matter expert. The Customer Service Representative is responsible for providing exceptional customer service, maintaining professionalism in all communications, and supporting efficient resolution of customer needs.Responsibilities:Respond to customer web inquiries, direct emails, and incoming phone calls, ensuring requests are accurately documented, evaluated, and routed to the appropriate department or subject matter expert.Answer incoming customer calls through a multi-line phone system using active listening and communication skills.Ask probing and clarifying questions to obtain detailed information and determine appropriate next steps based on customer needs.Develop knowledge of company services, locations, and organizational structure to accurately direct customers and support lead qualification activities.Utilize approved customer service resources, routing tools, and internal documentation to make accurate lead routing and assignment decisions.Accurately enter, update, and maintain customer and lead information within CRM systems, ensuring complete documentation of customer interactions.Follow established procedures for lead intake, qualification, documentation, routing, follow-up, and escalation.Perform timely follow-up with customers when additional information is needed to evaluate and route requests.Maintain a professional and customer-focused approach when handling sensitive, complex, or escalated interactions.Collaborate with internal departments to facilitate communication, issue resolution, and a positive customer experience.Learn new services, systems, processes, and business capabilities to support evolving business needs.Perform other duties as assigned.Required Experience and Skills:High school diploma or equivalent required.0-2 years of customer service, contact center, or call center experience preferred.Basic computer proficiency required.Experience using CRM software preferred.Strong written and verbal communication skills.Demonstrated active listening skills and ability to gather accurate information.Strong organizational skills and attention to detail.Ability to work effectively in a fast-paced environment.Ability to quickly learn new systems, processes, and service offerings.Demonstrated professionalism, reliability, and commitment to customer service excellence.Additional requirements:Ability to maintain confidentiality and handle sensitive customer information appropriately.Ability to work collaboratively with employees across multiple departments.Ability to manage multiple inquiries and priorities simultaneously.Commitment to delivering a positive customer experience in every interaction.Work Conditions:Primarily office-based work environment.Frequent use of a computer, telephone, CRM systems, and other standard office equipment.Regular interaction with customers through phone, email, and web-based communication channels.Ability to remain seated for extended periods and perform repetitive computer and telephone tasks.May be required to manage high volumes of customer inquiries during peak business periods.