Customer Service Representative – Order and Service Support

HRS Talent Solutions; Charlotte (NC); Sur place; USD 30 000 - 34 000; Plein temps

Résumé du poste

HRS Talent Solutions is seeking a Customer Service Representative – Order and Service Support in Charlotte, NC. This full-time, in-person role emphasizes accurate responses, clear next steps, and meticulous record-keeping to prevent repeating issues.

You will handle inquiries about orders or services, providing plain-language explanations and working with other departments as needed. The position requires listening carefully, noting details, and following up on requests in your queue.

Qualifications

• Experience in customer service is a plus.
• Ability to follow procedures and document interactions.

Responsabilités

• Respond to incoming questions with approved information.
• Confirm identity or account details through the proper process.
• Summarize the customer's issue and the action taken.
• Ask for a missing detail when it is necessary to proceed.
• Send exceptions to the appropriate colleague with context.
• Follow up on requests that remain in your assigned queue.
• Check the record before sending a written response.
• Recognize a recurring issue and bring it to a supervisor's attention.
• Keep a professional tone when someone is frustrated.

Connaissances

Active listening

Clear communication

Follow-through

Description du poste

Customer Service Representative – Order and Service Support

What the customer needs from you

An accurate answer, a clear next step, and a record that keeps the matter from starting over. Those are the priorities of this Customer Service Representative position. You will respond to inquiries from the employer's workplace and use its service information to resolve routine matters or direct exceptions to the right team.

A customer might ask about an order, a scheduled service, or the status of a request. Begin by establishing what they need and checking the relevant record. If the answer is available within your instructions, explain it in plain language. If it depends on another department, document what you learned, pass the inquiry with useful context, and tell the customer what can genuinely be expected next.

This is a full-time, in-person opportunity paying $21.50-$25.00 per hour. Communication may include phone, email, and the employer's customer system. Training covers its products, records, and escalation route; you should already be comfortable listening carefully and writing readable notes.

Daily responsibilities

• Respond to incoming questions with approved information.
• Confirm identity or account details through the proper process.
• Summarize the customer's issue and the action taken.
• Ask for a missing detail when it is necessary to proceed.
• Send exceptions to the appropriate colleague with context.
• Follow up on requests that remain in your assigned queue.
• Check the record before sending a written response.
• Recognize a recurring issue and bring it to a supervisor's attention.
• Keep a professional tone when someone is frustrated.

Some requests can be completed in one exchange; others take several steps. You should not promise a refund, deadline, or policy exception that you are not authorized to grant. The helpful response in that situation is to explain the review process and make a complete handoff. Customers notice when they have to repeat the same information, so your notes are part of the service itself.

One customer may need an explanation of a standard process, while another is waiting on an action already assigned to a specialist. Those situations should not receive the same generic response. Check the history before you speak or write, distinguish a new question from an existing case, and state what you can actually confirm. If a promised follow-up has not occurred, raise it with the responsible colleague and update the customer. Taking ownership of the communication does not require taking authority over the underlying decision.

Who can do this well? Someone who pays attention to the question, checks facts before replying, and takes responsibility for an agreed follow-up. Previous contact-centre or customer service work is an asset, but experience helping people in retail, reception, hospitality, or another setting is valuable too. Applicants new to a formal representative role are welcome. The employer will teach the particular products and software; clear communication and reliable follow-through are the foundation.

A strong day is not simply a high count of completed conversations. It is a set of customers who know the status of their requests and coworkers who can understand what happened without chasing you for basic details. As you learn the work, you will become quicker at identifying routine questions and the matters that belong with a specialist.

Handling an unresolved inquiry

A request is not finished merely because it has been forwarded. If you have agreed to check back, set a reminder or use the team's queue so you can see whether an answer arrived. If another person has ownership, record that handoff and the customer's expectation. When the response is available, make sure it addresses the original question rather than sending a stock answer. The team needs representatives who can keep a courteous conversation connected to an accurate internal record.

You may also help update a frequently used service note when a supervisor approves new wording. If several customers ask the same question, flag the pattern so the team can decide whether its instructions need to be clearer. These contributions are within the support role and do not require you to set policy.