Customer Service Representative

UniFirst; San Antonio (TX); On-site; USD 21,000 - 26,000; Full time

Benefits offered by this job

401K with Company Match

Profit Sharing

Health Insurance

Employee Assistance Program

Life Insurance

Paid Time Off

Tuition Reimbursement

Employee Discount

Employee Referral Bonuses

Job summary

UniFirst is seeking a high-energy Customer Service Representative to join our onsite team in San Antonio. This mid-level role handles high-volume omnichannel inbound interactions across three internal systems and requires strong call center experience.

You will navigate multiple screens, process refunds or invoices, and use SOPs to resolve inquiries on first contact while maintaining KPIs for CSAT, AHT, QA, and schedule adherence.

Qualifications

• Minimum 2+ years of direct experience in a high-volume call center or omnichannel environment.
• Experience meeting CSAT/QA, AHT and Schedule Adherence targets.
• Excellent attendance and punctuality.
• Experience using online knowledge bases and training tools to resolve inquiries.
• Ability to de-escalate difficult customers and stay composed under pressure.
• Typing speed of 45 WPM with high accuracy; proficient with MS Office and multi-screen navigation.
• High School Diploma or GED.

Responsibilities

• Manage high-volume inbound omnichannel customer interactions (calls and emails) from business accounts and individuals.
• Navigate across 3 internal CRM/ERP systems and multiple screens in real time while listening and typing.
• Process refunds, replacements, invoices, and inventory/item adjustments.
• Use knowledge bases, SOPs to resolve inquiries quickly on first contact.
• Handle tier-1 escalations with empathy and quick problem solving.
• Document interactions, open/track service tickets, and communicate with internal teams.
• Meet KPIs for CSAT, AHT, QA, and Schedule Adherence.

Skills

Call Center Experience

Omnichannel

Multitasking

Escalations

Typing 45 WPM

MS Office

Multi-screen Navigation

Education

High School Diploma or GED

Tools

CRM/ERP software

Job description

Job Description - Customer Service Representative (2605086)

Job Description

Customer Service Representative - ( 2605086 )

Description

Location:

Onsite Monday-Friday 8-5 pm (subject to change) — 3067 East Commerce Street, San Antonio, TX 78220

Employment Type:

Full-time | Competitive Hourly Pay | Great Work-Life Balance

Start Date:

October 19th, 2026

Job Overview

UniFirst is seeking a high-energy, detail-oriented, and experienced Customer Service Representative to join our onsite team in San Antonio. This position handles high-volume omnichannel inbound customer interactions (50-60 calls daily plus emails) across 3 internal systems simultaneously.

Because this is a mid-level role, candidates are expected to come in with proven call center experience navigating complex customer personalities, excellent attendance/adherence, multitasking skills, managing escalations, and working in standardized metrics-driven environments.

Key Responsibilities

Manage high-volume back-to-back inbound omnichannel customer interactions (calls and emails) from business accounts and individual customers.

Navigate seamlessly across 3 distinct internal CRM/ERP software systems and multiple screens in real time while actively listening and typing.

Process complex transactional requests, including refunds, replacements, invoices, and inventory/item adjustments.

Leverage internal knowledge bases, company training resources, and standard operating procedures (SOPs) to resolve customer inquiries quickly and accurately on first contact.

Handle tier-1 escalations and navigate difficult customer personalities with empathy, professionalism, and quick problem-solving.

Document customer interactions, open/track service tickets, and communicate with internal teams (field Sales and Service reps).

Meet and exceed key performance indicators (KPIs) regarding Customer Satisfaction (CSAT), Average Handle Time (AHT), Quality Assurance (QA), and Schedule Adherence.

Schedule & Training

Training: 3 weeks of classroom training + 1 week of nesting (Schedule: 8:00 AM – 5:00 PM).

Operational Shifts: Shifts vary and are subject to change between 7:00 AM and 5:30 PM CST.

401K with Company Match, Profit Sharing, Health Insurance, Employee Assistance Program, Life Insurance, Paid Time Off, Tuition Reimbursement, 30% Employee Discount, Employee Referral Bonuses.

UniFirst is an international leader in garment & Uniform services industry. We currently employ over 16,000 team partners who serve 300,000 business customer locations throughout the U.S., Canada, and Europe.

We were included in the top 10 of Selling Power magazine’s “Best Companies to Sell For” list and recognized on Forbes magazine’s “Platinum 400 – Best Big Companies” list. As an 80-year old company focused on annual growth, there’s never been a better time to join our team.

Qualifications

Required Qualifications (Must-Haves)

Minimum 2+ years of direct experience in a high-volume Call Center or Omnichannel environment handling inbound calls and email queues.

Demonstrated experience working under strict call center KPIs, specifically CSAT/QA scores, Average Handle Time (AHT), and Schedule Adherence.

Demonstrable record of excellent attendance and punctuality.

Hands-on experience using online knowledge bases, company wikis, digital training tools, and search resources to resolve inquiries independently.

Proven ability to manage varied customer personalities, de-escalate tough situations, and maintain composure under pressure.

Minimum keyboard typing speed of 45 WPM with high accuracy; strong proficiency in MS Office (Outlook, Word, Excel) and multi-screen/multi-system navigation.

High School Diploma or GED equivalent.

About Us

At UniFirst, we’re a global leader in uniform rental and facility service solutions for businesses across industries - from manufacturing and food processing to healthcare and hospitality. With a reputation for superior service and long‑term customer partnerships, every uniform, product, and service we offer comes with integrity, commitment, and hard work. Come join a team that always delivers!

Primary Location

United States-Texas

Work Locations

870 - NATIONAL SERVICE CENTER 3067 E. Commerce St. San Antonio 78220

Organization

Job

Customer Service

Employee Status

Regular

Job Level

Shift

1st Shift

Schedule

Full-time

Job Posting

Sep 22, 2026, 1:35:49 PM

UniFirst Corporation is an EEO/Affirmative Action Employer M-F-Disability-Vet