Customer Service Representative – Phone and Email Support

GradeBuzz; Town of Berlin (WI); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Structured onboarding and training

Skill development opportunities

Performance feedback and growth paths

Collaborative team environment

Job summary

GradeBuzz is seeking a customer-focused Customer Service Representative to support customers through phone calls and email communications. The role emphasizes resolving inquiries, maintaining accurate CRM records, and delivering courteous service. Candidates with strong communication skills and a willingness to learn will thrive.

The position involves collaborating with internal teams, following procedures, and upholding high service standards to build trust and customer satisfaction.

Qualifications

• High school diploma or equivalent preferred; additional education may be an advantage.
• Strong written and spoken English communication skills are important.
• Basic computer literacy and willingness to learn are essential.
• Familiarity with CRM systems or help-desk software is a plus.

Responsibilities

• Answer customer inquiries via phone and email promptly and professionally.
• Document customer interactions and resolve routine issues within guidelines.
• Escalate complex or unresolved issues to the appropriate department.
• Maintain accurate customer records in the CRM and follow data-handling policies.
• Collaborate with internal teams to resolve issues and meet service targets.
• Provide clear, concise written communications and follow established templates.

Skills

Verbal communication

Written communication

Customer focus

Problem solving

Patience & composure

Attention to detail

Time management

Reliability & adaptability

Teamwork

Education

High school diploma

Business/ Communications/ Management degree beneficial

Tools

CRM systems

Ticketing software

Excel/Spreadsheets

Data entry

Job description

1. Job Summary

GradeBuzz is seeking a customer-focused, professional, and detail-oriented Customer Service Representative to support customers through phone calls and email communications. The ideal candidate will be responsible for answering customer inquiries, resolving service-related concerns, providing accurate information, and ensuring a positive customer experience at every interaction.

This position is suitable for individuals who enjoy communicating with people, solving problems, and helping customers find effective solutions. The successful candidate will serve as an important point of contact between GradeBuzz and its customers, helping build trust, strengthen customer relationships, and maintain high service standards.

As a Customer Service Representative, you will handle incoming phone calls, respond to customer emails, document customer interactions, follow established support procedures, and coordinate with relevant departments to resolve complex issues. You will be expected to communicate clearly, demonstrate patience and empathy, and maintain a professional approach even when handling challenging customer situations.

Candidates with strong communication skills, basic computer knowledge, a willingness to learn, and a positive attitude are encouraged to apply. Previous customer service experience may be beneficial, although entry-level applicants may also be considered if they demonstrate the required skills and commitment to customer satisfaction.

2. Key Responsibilities

Customer Communication and Support

• Respond to incoming customer phone calls and email inquiries promptly, professionally, and courteously.
• Provide accurate information about company services, policies, procedures, account-related questions, and general customer concerns.
• Listen carefully to customer questions and identify their needs before recommending appropriate solutions.
• Maintain a friendly, helpful, and professional tone in all verbal and written communications.
• Explain processes, instructions, and service information in clear, easy-to-understand language.
• Follow up with customers when additional information or further action is required.

Issue Resolution and Problem-Solving

• Investigate customer concerns and resolve routine issues within established guidelines.
• Identify the underlying cause of customer problems and determine the most appropriate next steps.
• Escalate complex, sensitive, or unresolved issues to supervisors or the relevant department.
• Monitor outstanding customer requests and follow up to help ensure timely resolution.
• Handle complaints calmly and professionally while demonstrating patience, empathy, and accountability.
• Keep customers informed about progress, expected next steps, and any required follow-up.

Email Management and Written Communication

• Draft clear, accurate, and professional email responses using approved templates and communication standards.
• Review messages for spelling, grammar, clarity, and completeness before sending them.
• Organize customer inquiries according to priority, urgency, and applicable service-level expectations.
• Maintain a consistent communication style across phone, email, and other approved support channels.
• Protect confidential customer information and follow applicable data-handling policies.

Customer Records and Documentation

• Record customer interactions, inquiries, complaints, and resolutions in the designated customer relationship management (CRM) system or support platform.
• Update customer records accurately and ensure that relevant information is readily available for future interactions.
• Track unresolved cases and maintain clear notes about actions taken.
• Follow documentation procedures to support quality assurance, reporting, and operational efficiency.
• Identify recurring customer issues and share useful observations with the team.

Team Collaboration and Performance

• Coordinate with internal teams to resolve issues that require additional expertise or authorization.
• Participate in team meetings, training sessions, coaching activities, and performance reviews.
• Follow company policies, customer service standards, and established escalation procedures.
• Meet applicable quality, productivity, response-time, and customer satisfaction targets.
• Recommend practical improvements to customer support processes based on customer feedback and recurring concerns.

3. Required Skills and Qualifications

Educational Qualifications

• A high school diploma or equivalent qualification is preferred; additional education may be an advantage.
• A diploma or degree in business administration, communications, management, or a related field may be beneficial but is not necessarily required for entry-level opportunities.
• Strong written and spoken English communication skills are important.
• Additional language skills may be an advantage when supporting customers from different regions.

Technical Skills

• Basic computer literacy, including the ability to use email, word-processing applications, spreadsheets, and internet-based tools.
• Familiarity with customer relationship management systems, ticketing platforms, or help-desk software is an advantage.
• Ability to navigate multiple applications while communicating with customers.
• Accurate typing and data-entry skills.
• Willingness to learn new software, internal systems, and customer service procedures.

Professional Skills

• Excellent verbal communication and active listening skills.
• Strong written communication and email etiquette.
• Customer-focused thinking and a genuine interest in helping people.
• Good problem-solving, decision-making, and conflict-resolution abilities.
• Patience and emotional composure when dealing with dissatisfied customers.
• Strong attention to detail and commitment to accuracy.
• Effective time management and the ability to prioritize multiple requests.
• Reliability, punctuality, adaptability, and a professional attitude.
• Ability to work independently while contributing positively to a team.

4. Experience

• GradeBuzz may consider candidates at different experience levels, depending on the requirements of the position.
• Entry-Level Candidates: Applicants without previous customer service experience may be considered if they have good communication skills, basic computer knowledge, a willingness to learn, and a customer-oriented attitude.
• Experienced Candidates: Previous experience in customer support, call centres, email support, retail, hospitality, help-desk operations, or client relationship management is an advantage.
• Candidates with relevant experience should demonstrate the ability to manage customer inquiries, resolve routine problems, maintain accurate records, and communicate professionally across multiple channels.
• Experience with CRM platforms, customer support ticketing systems, quality assurance procedures, or service-level agreements may also be beneficial.
• Successful candidates should be willing to participate in onboarding, product or service training, and ongoing coaching to understand GradeBuzzs procedures and customer service expectations.

5. Working Hours

• Working hours will depend on the employment arrangement, customer coverage requirements, and operational needs.
• Full-Time: Typically 35-40 hours per week, depending on the applicable employment terms.
• Part-Time: Reduced working hours based on the agreed schedule.
• Shift Availability: Some positions may require morning, afternoon, evening, weekend, or rotating shifts.
• Breaks: Rest periods and meal breaks will be provided in accordance with company policy and applicable employment laws.
• Remote Work: If the role is approved for remote work, employees must maintain a reliable internet connection, a suitable workspace, and availability during their assigned working hours.
• Training Schedule: New employees may be required to attend scheduled onboarding and training sessions.
• The confirmed work location, shift pattern, weekly schedule, and employment terms should be communicated during the recruitment process.

6. Knowledge, Skills, and Abilities

Knowledge

• Understanding of customer service principles and customer satisfaction practices.
• Familiarity with professional phone etiquette and business email communication.
• Basic knowledge of customer complaint handling and issue escalation.
• Awareness of confidentiality, data protection, and responsible information handling.
• Understanding of the importance of accurate documentation and timely follow-up.

Skills

• Ability to communicate clearly and professionally by phone and email.
• Strong listening, questioning, and information-gathering skills.
• Ability to write concise, grammatically correct, customer-friendly email responses.
• Competence in organizing tasks, managing customer requests, and maintaining accurate records.
• Ability to use digital tools efficiently and learn new systems.
• Strong interpersonal skills and the ability to work constructively with colleagues.

Abilities

• Ability to remain calm and professional during difficult customer interactions.
• Ability to understand customer needs and recommend appropriate next steps.
• Ability to manage multiple inquiries without compromising service quality.
• Ability to recognize when an issue requires escalation.
• Ability to follow instructions, procedures, and quality standards consistently.
• Ability to accept feedback and apply coaching to improve performance.
• Ability to maintain customer confidentiality and exercise sound professional judgment.
• Ability to work independently, meet deadlines, and contribute to team objectives.

7. Benefits

• Competitive compensation based on the role, experience, working hours, and employment terms.
• Structured onboarding and job-related training.
• Opportunities to develop communication, customer relationship management, and problem-solving skills.
• Performance feedback and professional development support.
• Opportunities to progress into senior customer service or team-support roles.
• A collaborative working environment focused on customer experience and operational quality.
• Potential flexible or remote working arrangements where offered and approved.
• Applicable paid leave and other statutory employment benefits in accordance with local laws and the employment agreement.
• All benefits, salary details, incentives, and remote-work arrangements should be confirmed in the official job offer. Benefits are not guaranteed unless specified in the applicable employment terms.

8. Why Join GradeBuzz?

Joining GradeBuzz as a Customer Service Representative offers an opportunity to develop valuable professional skills while helping customers receive reliable and courteous support.

This role provides practical experience in customer communication, complaint resolution, digital support tools, record management, and cross-functional teamwork. It can be a useful starting point for individuals who want to establish a career in customer experience, business operations, or client services.

GradeBuzz seeks individuals who value professionalism, continuous learning, accountability, and customer satisfaction. Team members who demonstrate strong performance, initiative, and a commitment to service quality may have opportunities to take on additional responsibilities as business needs allow.

Potential career progression paths include:

• Senior Customer Service Representative
• Customer Support Specialist
• Email Support Specialist
• Quality Assurance Associate
• Customer Experience Coordinator
• Customer Service Team Leader
• Customer Support Supervisor

If you enjoy helping people, communicating effectively, and solving everyday problems, this position may provide a valuable opportunity to build your experience and contribute to a customer-focused team.