CUSTOMER SERVICE REPRESENTATIVE

Paycom - ATS; Town of Mukwonago (WI); On-site; USD 35,000 - 50,000; Full time

Job summary

Paycom - ATS is seeking a Customer Service Representative for the UDT unit in Mukwonago, WI. The role is the primary contact for customers via phone, email, and chat, handling inquiries, orders, and issues while maintaining a professional experience.

The position reports to the Director, Sales - UDT and collaborates with warehouse, production, Billing & Accounts, Product/Technical Support, and QA to align sales, service, and fulfillment. Strong communication and CRM skills are essential.

Qualifications

• 1+ years in a customer-facing or service role (call center, retail, hospitality) preferred.
• Strong verbal and written communication skills.
• Proficiency with CRM, ticketing, or call center software; comfortable learning new systems.

Responsibilities

• Greet and engage customers across phone, email, and chat in a friendly, professional, solution-oriented manner.
• Ask clarifying questions to understand needs before offering resolution.
• Follow scripts, policies, and escalation procedures; adapt communication as needed.
• Coordinate with warehouse/production and other departments to resolve issues beyond first-contact resolution.
• Document interactions thoroughly to support quality reviews and continuity of service.

Skills

Customer service

Communication

CRM software

Ticketing systems

Call center software

Time management

Multitasking

Problem solving

Tools

CRM / ticketing platforms

Job description

Job Details: Job Location: Mukwonago, WI 53149, Position Type: Full Time, Job Category: Customer Service, The Customer Service Representative - UDT is the primary point of contact for customers of UDT, one of the company's warehouse and manufacturing business units, handling inquiries, orders, and issues across phone, email, and chat. This role resolves problems accurately and efficiently — including questions tied to production timelines, inventory availability, and shipping — while creating a positive, professional experience that reflects well on the company at every touchpoint. This role reports to the Director, Sales - UDT and partners closely with UDT's warehouse and production operations, Billing & Accounts, Product/Technical Support, and Quality Assurance to keep sales, service, and fulfillment aligned.

Responsibilities

• Greet and engage UDT customers with a friendly, professional, and solution-oriented approach across all channels.
• Ask clarifying questions to fully understand customer needs before offering a resolution.
• Follow established scripts, policies, and escalation procedures while adapting communication to the situation.
• Coordinate with warehouse and production operations and other departments to resolve issues that fall outside first-contact resolution.
• Document each interaction thoroughly and accurately to support quality reviews and continuity of service.

Qualifications

• 1+ years of experience in a customer-facing or service role (call center, retail, hospitality) preferred.
• Strong verbal and written communication skills, including active listening.
• Proficiency with CRM, ticketing, or call center software, anda comfort level with learning new systems quickly.
• Ability to multitask, manage time effectively, and stay calm and professional under pressure.
• Strong problem-solving skills with sound judgment for when to resolve directly versus escalation.