Customer Service Representative I (Tier 1)

Responsibilities: Customer Support Handle inbound and outbound customer interactions via phone, email, chat, and SMS/text messaging Assist customers with scheduling, account updates, service questions, billing inquiries, and order status updates Resolve Tier 1 customer concerns promptly and professionally Escalate complex issues to supervisors or appropriate departments when necessary Maintain a high level of empathy and professionalism during all customer interactions Communication & Follow-Up Conduct outbound follow-up calls and messages regarding appointments, service confirmations, and issue resolution Respond to customer inquiries within established response time standards Provide accurate and up-to-date information regarding company services, pricing, policies, and procedures Documentation & Systems Accurately document customer interactions and updates within company systems and CRM platforms Maintain organized records of customer issues and resolutions Follow established workflows, scripts, and service protocols Team Collaboration Work closely with operations, logistics, sales, and management teams to ensure customer satisfaction Participate in team meetings, coaching sessions, and ongoing training Support company goals related to customer satisfaction, SLA, and sales conversion Requirements: High school diploma or equivalent 1+ year of customer service, call center, or support experience preferred Strong verbal and written communication skills Comfortable handling multiple conversations and tasks simultaneously Basic computer proficiency and ability to learn new software quickly Strong problem-solving and conflict-resolution skills Ability to work in a fast-paced environment with attention to detail Preferred: Experience with CRM or customer support platforms (Zendesk) Preferred: Experience in logistics, moving, storage, or service-based industries