Customer Service Representative

UniFirst Corporation; San Antonio, Northern (TX, KY); On-site; USD 2,066,000 - 2,755,000; Full time

Benefits offered by this job

401K with Company Match

Health Insurance

Paid Time Off

Tuition Reimbursement

Employee Discount

Job summary

UniFirst is seeking a Customer Service Representative to join our onsite team in San Antonio. This role handles high-volume omnichannel inbound interactions across eight internal systems, delivering courteous service in a fast-paced environment.

The successful candidate will have 2+ years of call center experience, strong attendance, MS Office proficiency, and a 45 WPM typing speed, with the ability to resolve issues on first contact while navigating multiple screens.

Qualifications

• 2+ years of direct experience in a high-volume omnichannel environment handling inbound calls and emails.
• Experience working under strict call center KPIs including CSAT/QA, AHT, FCR and Schedule Adherence.
• Excellent attendance and punctuality.
• Experience using online knowledge bases and digital training tools to resolve inquiries independently.
• Proven ability to de-escalate tough customer situations and remain composed.
• Typing speed of 45 WPM with high accuracy; strong MS Office skills.
• High School Diploma or GED.

Responsibilities

• Manage high-volume inbound omnichannel customer interactions (calls and emails) from business accounts and individual customers.
• Navigate across eight internal software systems and multiple screens in real time while actively listening and typing.
• Process refunds, replacements, invoices, and inventory/item adjustments.
• Utilize internal knowledge bases, SOPs and training resources to resolve inquiries on first contact.
• Handle tier-1 escalations with empathy and effective problem-solving.
• Document interactions, open/track service tickets, and communicate with internal teams.
• Meet and exceed KPIs for CSAT, AHT, FCR, QA, and Schedule Adherence.

Skills

Call center experience

Omnichannel communication

Attendance/punctuality

MS Office proficiency

Typing 45 WPM

Multitasking across multiple screens

Customer problem solving

Education

High School Diploma or GED

Tools

Internal software systems

Knowledge bases

SOPs

MS Office

Job description

Location: Onsite Monday-Friday — 3067 East Commerce Street, San Antonio, TX 78220

Employment Type & Benefits: Full-time | Competitive Hourly Pay + Great Work-Life Balance + Performance Incentives after 90 days

Start Date: November 9th, 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 8 internal systems simultaneously.

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 8 distinct internal 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), First-Call Resolution (FCR), 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.

Benefits & Perks

• 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 using 3-4 screens.
• Demonstrated experience working under strict call center KPIs, specifically CSAT/QA scores, Average Handle Time (AHT), First-Call Resolution (FCR) 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 tech savvy.
• 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!

UniFirst is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.

If you require an accommodation during any part of the application process due to a disability or medical condition, please contact us by email at [e-mail] or through our EthicsFirst portal at UniFirst.ethicspoint.com. You may also call the EthicsFirst Hotline at [phone] to let us know the nature of your request.