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Customer Service Representative

Employment Type: Full-Time
FLSA Status: Non-Exempt
Work Environment: Professional office setting

Position Summary

A growing, mission-driven organization is seeking a professional and solution-oriented Customer Service Representative to join its team. This organization provides affordable mobile internet services to nonprofits, schools, libraries, museums, healthcare organizations, and other community-based institutions throughout the United States.

Reporting to the Customer Service Manager, the Customer Service Representative will respond to customer inquiries, troubleshoot account and service issues, process renewals and replacement requests, and provide support across phone, email, and chat platforms.

The ideal candidate is patient, detail-oriented, technically comfortable, and committed to delivering an excellent customer experience.

Key Responsibilities

• Respond promptly and professionally to incoming phone calls, emails, and chat requests.
• Identify customer needs, research account or service issues, and provide clear and timely solutions.
• Screen and route requests to the appropriate department when necessary.
• Maintain a positive, empathetic, and professional approach during every customer interaction.
• Develop a thorough understanding of the organization’s products, services, promotions, and programs.
• Review customer accounts and case histories to make appropriate recommendations and resolve issues.
• Process service renewals, product and warranty replacements, refunds, quotes, and other customer requests.
• Accurately document all customer interactions and case activity in Salesforce.
• Coordinate with other departments to ensure customer concerns are addressed efficiently.
• Provide feedback that may help improve customer service, sales, marketing, and internal business processes.
• Keep the Customer Service Manager and senior team members informed of significant customer issues and workload concerns.
• Recognize when an issue requires escalation and refer it to the appropriate senior representative or manager.
• Assist with the development and revision of customer service policies and procedures.
• Participate in special projects and perform other related duties as assigned.

Qualifications

• Associate degree preferred; a high school diploma or GED combined with equivalent work experience will be considered.
• One to three years of professional customer service experience.
• Experience in a technical customer service or service-support environment is a plus.
• Salesforce or other customer relationship management system experience is preferred.
• Proficiency with Microsoft Office, particularly Word and Excel.
• Bilingual English/Spanish skills are a plus.

Knowledge, Skills, and Abilities

• Strong customer service, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication abilities.
• Professional, positive, patient, and solution-focused approach.
• Strong active-listening skills and the ability to confirm understanding.
• Excellent attention to detail and accurate documentation skills.
• Ability to follow established policies, procedures, and workflows.
• Strong organization, time-management, and prioritization abilities.
• Ability to manage multiple customer cases while maintaining productivity and accuracy.
• Sound judgment regarding when and how to escalate customer concerns.
• Ability to work independently while collaborating effectively with colleagues and other departments.
• Commitment to supporting a mission-driven organization serving nonprofits and community institutions.

Physical Demands and Work Environment

• Work is performed in a professional office environment.
• The position requires extended periods of sitting and viewing computer screens.
• Regular use of computers, telephones, and other standard office equipment is required.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

This posting summarizes the primary responsibilities of the position and is not intended to include every possible duty. Additional responsibilities may be assigned based on the organization’s ongoing operational needs.

Your Complete Satisfaction is Our Number One Goal
Since 1978, we have specialized in supplying temporary and direct hire staffing to Rhode Island corporations of all types - including banks, hospitals, manufacturing firms, colleges, professional and legal firms, and governmental agencies.