Customer Service Representative

ITS Traffic Systems, Inc; Westlake (OH); Hybrid; USD 42,000 - 60,000; Full time

Job summary

ITS Traffic Systems, Inc. is seeking a Customer Service Representative to be the primary contact for assigned client accounts. You will proactively communicate, propose custom solutions, and respond to questions or escalated issues to strengthen client relationships.

The role focuses on onboarding accounts, expanding service utilization, and ensuring accurate invoicing through contract rate management. It is a hybrid position based at our Westlake, OH offices with a Monday–Thursday in-office

Qualifications

• Minimum requirements include a high school diploma or GED and 1–2 years of client account management or inside sales experience.

Responsibilities

• Respond timely and professionally to client inquiries and update the client when escalation or follow-up is needed.
• Onboard new accounts and rollout processes within Service and Front-End Operations teams.
• Identify opportunities to expand service utilization within existing client accounts.
• Document client-specific ITS procedures and communicate changes to internal teams.
• Input and maintain basic client contract rates for accurate invoicing and communicate updates.
• Approve or reject invoices as assigned.
• Follow up on overdue client funding or discrepancies as needed.
• Provide weekly client account updates to the COO via in-person or Teams.
• Assist team members in audit workflow during peak volume periods.
• Collaborate with other departments on service processes affecting client accounts.

Skills

Client account management

Inside sales experience

Excellent communication

Customer service mindset

Education

High School Diploma or GED

Tools

Microsoft Office Suite (Excel, Word, Outlook, Teams)

Job description

JOB TITLE:Customer Service Representative

DEPARTMENT:Service Operations

REPORTS TO: Chief Operation Officer

IN A NUTSHELL

The Customer Service Representative acts as the primary point of contact for an assigned group of client accounts. Their key function is to foster and maintain the client relationship by being proactive in communication, providing custom solution strategies, and being responsive to the client’s questions, concerns, or escalated issues.

WHAT YOU'LL DO

• Respond timely and professionally to client inquiries and ensure that client is updated timely if an inquiry requires additional follow-up or monitoring.
• Manages new account onboarding and rollout of processes and procedures within Service and Front-End Operations teams.
• Identify opportunities within existing client accounts to expand service utilization of ITS service programs and add-ons.
• Document and maintain ITS procedural instructions, by client, for internal teams, based on client’s business rules and other preferences. Ensure updates or changes are communicated as needed.
• Input and maintain basic customer contract rates to ensure invoices are processed accurately. Ensure updates are processed and communicated when necessary.
• Approve or reject invoices as assigned.
• Following up on overdue client funding or discrepancies as needed.
• Communicate weekly with COO on client account updates via in-person or Teams.
• Assists team members in audit workflow process if needed, especially in times of peak volume.
• Collaborate with other departments or team members on relative service processes that affect assigned client accounts.
• This job does not have any supervisory responsibilities.

WHAT YOU'LL NEED

• Minimum requirements include a high school diploma or general education degree (GED) and minimum of 1-2 years of client account management experience or inside sales account management experience.
• Experience with servicing or managing client accounts within logistics, freight or manufacturing settings will be strongly considered, but is not required.
• Experienced in navigating challenging client conversations and delivering service resolutions.
• Exceptional interpersonal and communication skills with a customer focused mindset and professional delivery.
• Excellent organizational skills with the ability to manage multiple priorities and deadlines.
• Able to pivot with frequent adjustments, delays, or unexpected outcomes.
• Strong interpersonal and communication skills with a customer-service mindset.
• High attention to detail, discretion, and ability to maintain and exchange confidential information daily.
• Strong proficiency in Microsoft Office Suite (Excel, Word, Outlook, and Teams)

WHEN & WHERE YOU'LL WORK

• Standard company hours are 7:30 a.m.–4:30 p.m., with two available shifts: 7:30–4:00 or 8:00–4:30
  
• This is hybrid position requiring in-office presence at our Westlake, OH offices, four (4) days per week (Monday–Thursday) and remote work on Fridays.

WHY YOU'LL LOVE IT

• ITS Traffic Systems, Inc. is a family owned operation rooted in family values. In this role, you'll have the opportunity to have a direct impact on our company's growth as well as your own.
• Medical benefits are effective on date of hire and other health & ancillary benefits are effective after 30 days of employment.
• Work in a clean, quiet and updated office facility that has been outfitted with modern amenities such as a sleek kitchen & dining area, coffee & espresso beverage station, secure building access, and free surface lot parking.
• Only a few minutes from Interstate 90 access as well as minutes from ample dining options at Crocker Park and The Promenade.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Frequently required to walk, sit, utilize hand, and finger dexterity, and talk or hear.
• Occasionally required to stand.
• While performing the duties of this job, the noise level in the work environment is usually quiet, an office environment.
• The employee must occasionally lift and /or move more than 15 pounds.
• Specific vision abilities required by this job include:Close vision; Color vision; Peripheral vision; Depth perception and ability to adjust focus.