Senior Representative - Customer Service (OEM)

CSS; Lewisville (TX); On-site; USD 42,000 - 68,000; Full time

Job summary

CSS in Lewisville, TX seeks a Senior Representative - Customer Service (OEM) to respond to customer inquiries by phone, e-mail, or in person, and to provide resolution for complex requests. You will analyze service needs and coordinate with technical teams for follow-up, ensuring customer satisfaction and timely updates.

The role involves mentoring staff, handling payments for cash accounts, and supporting sales counter operations, with emphasis on professional communication and problem-solving

Qualifications

• High School Degree or Equivalent; Associates’ Degree preferred.
• 5+ years of relevant experience.
• Strong time management skills, prioritizing and resolving customer issues.
• Solid interpersonal skills for diverse environments.
• Effective verbal and written communication.
• Ability to work well under pressure and maintain attention to detail.
• Proficient with MS Word, Excel, and e-mail.

Responsibilities

• Build and maintain business relationships with customers by providing prompt and accurate service to promote loyalty.
• Support customer base by answering questions, handling inquiries, and addressing complaints escalated from other departments.
• Mentor and train team members on best practices.
• Process payments for cash account customers.
• Research and resolve customer problems, liaising with other departments when needed.
• Back-up support to sales counter with walk-in and telephone inquiries.

Skills

Time management

Interpersonal skills

Verbal communication

Written communication

Work under pressure

Attention to detail

Customer service

Education

High School Diploma

Associates’ Degree

Tools

MS Word

Excel

Email

Job description

As a Senior Representative - Customer Service (OEM), you will respond to customer inquiries by telephone, e-mail, or walk-ins to provide inquiry and/or problem resolution. You will resolve complex or unusual requests and problems that may require a customized response and communicate solution or requested information to the customer. You will analyze a customer's service needs and refer to other service or technical departments for follow up or additional information as needed. You will provide updates to other internal teams on customer needs and factors that contribute to customer satisfaction. You may be assigned to support products that are more complex or critical.

Responsibilities:

• Build and maintain business relationship with customers by providing prompt and accurate service to promote customer loyalty.
• Support customer base by answering questions and concerns, as well as handling customer account inquiries and complaints which are escalated from other departments.
• Mentor and give direction to team members and provide training on best practices.
• Process payments for cash account customers.
• Research and resolve customer problems, acting as the customer liaison between other departments when necessary.
• Back-up support to sales counter with walk in and telephone inquiries.

Qualifications:

• High School Degree or Equivalentrequired; Associates’ Degree(U.S.)/College Diploma (Canada)preferred
• 5+ years of relevant experience
• Strong time management skills required, including ability to prioritize customer issues and resolve with positive outcomes
• Solid interpersonal skills that allow one to work effectively in a diverse working environment
• Able to effectively communicate both verbally and in writing
• Able to work well under pressure
• Strong attention to detail
• Able to handle customers sensitively, tactfully, diplomatically, and professionally at all times
• Proficient computer skills including familiarity with MS Word, Excel, and e-mail