Customer Service Representative

Tyndale; United States; Hybrid; USD 36,000 - 52,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid time off and holidays

401(k) with matching

Training and career development

Job summary

The Tyndale Company is seeking an experienced Customer Service Representative to handle phone, web chat, text, and email interactions in a hybrid/remote setup. The role requires onsite work one day per week and four days remote; candidates must reside within a commutable distance from our Houston, TX location, with a Monday–Friday schedule on 7:00am–3:30pm.

Responsibilities include providing timely and accurate support, processing orders and returns, maintaining customer data across systems, and

Qualifications

• High school diploma or equivalent required.
• Prior call center or customer service experience preferred.
• Strong customer-focused mindset with professional, patient communication.
• Detail-oriented with ability to handle high call and ticket volume.
• Proficient in Microsoft Office; comfortable with internal systems and tools.
• Able to prioritize, multitask, and strive for first-contact resolution.
• Collaborates effectively with cross-functional teams.

Responsibilities

• Provide timely, accurate customer support via phone, email, chat, text, tickets, and internal channels.
• Prioritize and complete inquiries and follow-ups per procedures.
• Process orders, returns, and transactions accurately and efficiently.
• Respond to order status, delivery, product options, and website navigation questions.
• Resolve routine concerns by asking questions, documenting interactions, and following up.
• Maintain accurate customer data and escalate complex issues as needed.
• Coordinate with internal departments to verify order details and resolve issues.
• Handle tense interactions with professionalism and empathy toward resolution.
• Meet performance expectations for productivity, quality, and schedule adherence.
• Follow established service standards and confidentiality requirements.
• Report recurring issues to leadership and escalation channels.
• Share feedback to improve customer experience and processes.

Skills

Customer service experience

Communication skills

Attention to detail

Time management

Team collaboration

MS Office

Internal systems familiarity

Order platforms familiarity

Education

High school diploma or equivalent

Tools

MS Office

Internal systems

Order platforms

Job description

Overview

The Tyndale Company, a 10x Top Workplace winner in PA and 5x winner in TX, is seeking an experienced Customer Service Representative to join our team. Tyndale's representatives strive for excellence in every customer interaction—including phone calls, web chat, text, and email—delivered in a timely, accurate, and professional manner. The role maintains customer data within Tyndale's systems in a highly accurate manner. This Monday‑through‑Friday schedule runs 7:00am–3:30pm. The position is hybrid/remote, requiring onsite work a minimum of one day per week and four days per week remotely; candidates must reside within a commutable distance from our Houston, TX location.

To learn more about our Customer Service Representative role, watch the short video: HERE.

Responsibilities

• Provide timely, accurate, and professional customer support through phone, email, web messaging, text, service tickets, and internal service channels.
• Monitor, prioritize, and complete assigned customer inquiries, service tickets, email queues, internal requests, and follow‑up items in accordance with established procedures and service expectations.
• Process customer orders, returns, and service‑related transactions with a high level of accuracy, efficiency, and attention to detail.
• Respond to customer inquiries related to order status, delivery, product options, website navigation, lost shipments, returns, replacements, and other service needs.
• Resolve routine customer concerns by asking effective questions, gathering relevant information, documenting interactions appropriately, and following through or escalating when needed.
• Maintain accurate customer profile, order, and service information in Tyndale systems; correct routine discrepancies and escalation complex issues through the appropriate path.
• Communicate with internal departments to verify order details, gather information, and support resolution of service issues.
• Handle tense or sensitive customer interactions with professionalism, empathy, sound judgment, and a focus on resolution.
• Meet established performance expectations related to productivity, call handling, email and ticket quality, order accuracy, customer interaction quality, schedule adherence, and timely follow‑up.
• Follow established customer service procedures, company policies, account‑specific requirements, confidentiality expectations, and service standards.
• Report recurring service issues, customer concerns, system discrepancies, or unresolved concerns to the appropriate Customer Service leadership or escalation channel in a timely manner.
• Share feedback and work collaboratively with Tyndale team members to support a positive customer experience and consistent service processes.

Qualifications

• High school diploma or equivalent required.
• Previous call center or customer service experience highly preferred.
• Strong customer‑focused mindset with the ability to communicate professionally, patiently, and effectively with customers, including during tense interactions.
• Detail‑oriented with the ability to maintain accuracy, service quality, and professionalism while handling a high volume of calls, emails, service tickets, and internal requests.
• Proficiency with Microsoft Office required, including basic Microsoft Excel skills; comfortable learning and navigating multiple internal systems, order platforms, and customer service tools.
• Ability to prioritize work, manage multiple tasks, adapt in a fast‑paced environment, and work toward first‑contact resolution whenever possible.
• Ability to collaborate with internal team members and cross‑functional departments to support customer needs.
• Self‑motivated, dependable, organized, and able to meet established performance expectations related to productivity, quality, accuracy, and customer satisfaction.

Work Environment / Physical Demands

• Hybrid work environment, currently requiring one day per week in the office and four days per week remote, subject to business needs and company policy.
• Role involves extended periods of sitting, computer use, and phone or digital communication.
• When working remotely, must maintain a quiet, dedicated, and distraction‑free workspace suitable for handling customer calls, emails, and confidential business communications, including a reliable internet connection in accordance with company requirements.
• Fast‑paced, high‑volume setting with frequent interaction with customers, internal team members, and associates at various levels through phone, email, and digital platforms.
• Requires sustained attention to detail while managing customer interactions, service queues, data entry, order review, ticket updates, and customer inquiries.
• May involve handling tense or sensitive customer situations requiring professionalism, sound judgment, and composure under pressure.

Benefits

• Health & Wellness: Comprehensive medical, dental, and vision insurance with competitive premiums. Paid parental leave. Mental health support through an EAP and partial reimbursement on copays, fertility support, and robust wellness programs with annual reimbursements.
• Work‑Life Balance: Hybrid onsite + remote work schedules, generous PTO, paid holidays, floating holiday, and more.
• Financial Compensation: Competitive salary, 401(k) with matching, and bonus opportunities.
• Career Growth & Development: Training/certification/tuition reimbursement programs and demonstrated paths for knowledge share and internal promotion opportunities.
• Culture & Perks: Family‑owned values, award‑winning culture, team‑engagement events, casual dress code, company‑sponsored charitable events and activities, and an inclusive workplace that values collaboration and integrity.

All qualified candidates are encouraged to apply online at www.tyndaleusa.com/careers.com - E.O.E.