Customer Service Representative (On-Site)

Refreshed Tech; Ashley (IN); On-site; USD 36,000 - 48,000; Full time

Job summary

Refreshed Tech is hiring a Customer Service Representative to join our on-site Sales team. You will be the primary contact for customers across phone, email, and chat, handling orders, inquiries, and issue resolution in a fast-paced call center.

The role requires strong communication, attention to detail, and the ability to manage high volumes while delivering a positive customer experience. Prior call center experience is preferred, with a focus on accuracy and timely responses.

Qualifications

• High school diploma or equivalent.
• 1+ year of customer service or call center experience preferred.
• Strong verbal and written communication skills.
• Ability to multitask and navigate multiple systems simultaneously.
• Comfortable working in a high-volume, fast-paced environment.
• Basic computer proficiency (CRM systems, email, chat platforms).

Responsibilities

• Handle inbound and outbound customer interactions via phone, email, and chat.
• Provide accurate information regarding orders, shipments, delivery timelines, and product inquiries.
• Resolve customer issues including delays, damaged items, incorrect shipments, and general service concerns.
• Maintain professionalism and empathy in all customer interactions.
• Track and update customers on order status and delivery progress.
• Coordinate with internal teams (warehouse, logistics, e-commerce) to resolve delivery-related issues.
• Ensure adherence to company policies, customer service standards, and communication guidelines.
• Escalate complex or unresolved issues to Customer Service Lead or Supervisor as needed.

Skills

Customer service

Communication

Multitasking

Empathy

Call center operations

Education

High school diploma

Tools

CRM systems

Email/chat platforms

Job description

Job Title: Customer Service Representative (On-Site) Department: Sales

Reports to: Customer Service Supervisor FLSA Status: Hourly Non-exempt

Job Summary:

The Customer Service Representative (CSR) is responsible for delivering exceptional customer support in a high-volume, fast-paced call center environment. This role serves as the primary point of contact for customers across multiple channels including phone, email, and chat.

The CSR handles inquiries related to order status, delivery updates, product questions, and issue resolution. This position requires strong communication skills, attention to detail, and the ability to efficiently manage a high volume of interactions while maintaining a positive customer experience.

Essential Duties, Functions and Responsibilities

• Handle inbound and outbound customer interactions via phone, email, and chat.
• Provide accurate information regarding orders, shipments, delivery timelines, and product inquiries.
• Resolve customer issues including delays, damaged items, incorrect shipments, and general service concerns.
• Maintain professionalism and empathy in all customer interactions.
• Track and update customers on order status and delivery progress.
• Coordinate with internal teams (warehouse, logistics, e-commerce) to resolve delivery-related issues.
• Ensure adherence to company policies, customer service standards, and communication guidelines.
• Escalate complex or unresolved issues to Customer Service Lead or Supervisor as needed.

Competencies/Skills/Abilities

• Excellent interpersonal and customer service skills. Ensure consistent, high-quality customer experience across all communication channels.
• Ability to resolve escalated customer issues with professionalism and urgency.
• Handle inbound and outbound customer interactions via phone, email, and chat formats.
• Maintain accurate documentation of customer interactions in CRM systems.Meet or exceed daily and weekly performance metrics, including:
• Call volume and response time
• Average Handle Time (AHT)
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)

Required Education and Experience

• High school diploma or equivalent
• 1+ year of customer service or call center experience preferred
• Strong verbal and written communication skills
• Ability to multitask and navigate multiple systems simultaneously
• Comfortable working in a high-volume, fast-paced environment
• Basic computer proficiency (CRM systems, email, chat platforms)

Work Environment

• Work is typically performed at our Corporate office, indoors in an environmentally controlled office environment. There is little to no exposure to extreme environmental conditions and/or job hazards.

Physical Work Conditions:

This position has the following body position requirements –

Activity

% Time Spent

Sitting

100%

Standing

0

Climbing (ladders, scaffolds, poles)

0

Walking or Running

0

Kneeling, Crouching, Stooping, Crawling

0

Keeping or Regaining Balance

0

Use of Hands (handle, control, feel)

0

Bending or Twisting the Body

0

Making Repetitive Motions

80%

Refreshed Tech is an equal opportunity employer.