Job Summary: The Customer Success Representative serves as the first point of contact for customers, vendors, and visitors. This role is responsible for delivering professional front-desk and phone support, processing customer transactions, coordinating repairs and returns, maintaining accurate records, and supporting order fulfillment activities. The ideal candidate is organized, service-oriented, detail-focused, and committed to providing a positive customer experience.
Pay: $23 per hour
Hours: Monday through Friday 8:30 AM to 5:00 PM plus overtime as required.
Key Responsibilities:
· Greet customers, vendors, and visitors in a professional and welcoming manner, manage visitor check-in procedures, and notify the appropriate team members of arrivals.
· Answer and direct incoming phone calls, respond to routine questions, and ensure inquiries are routed promptly to the appropriate department.
· Receive customer questions, complaints, and service concerns; resolve routine issues and escalate more complex matters to the appropriate manager or department.
· Process repair requests by creating repair tickets, coordinating product intake, and reviewing billing details before invoicing.
· Process returns, credit memos, phone payments, and transfer requests accurately and in accordance with company procedures.
· Assist with inventory-related tasks, including cycle counts and basic product handling as needed.
· Open and close the showroom and customer service area each day, including turning equipment on and off as required.
· Maintain a clean, organized, and professional customer-facing environment, including daily upkeep of the reception and showroom areas.
· Sort and distribute incoming mail and maintain organized filing systems for invoices, customer profiles, and related records.
· Communicate schedule changes, holiday hours, or office closures by preparing signage and notifying appropriate internal and external contacts.
Sales Support and Order Fulfillment:
· Support the sales team by processing orders, entering transactions into company systems, and coordinating delivery, invoicing, and shipping activities.
· Maintain accurate customer records in CRM and business systems, including updates to contact information, account details, and supporting documentation.
· Develop and maintain current knowledge of products, services, and updates relevant to customers and target markets.
· Pull, prepare, and verify products for customer orders, ensuring physical items match system records before shipment or pickup.
Qualifications and Skills:
· Must have strong verbal and written communication skills with a professional and customer-focused approach.
· Must be dependable and have a strong work ethic.
· 2 + years’ experience in customer service, front desk support, order processing, or a similar administrative role preferred.
· High school diploma or equivalent required; post-secondary education in business or finance a plus.
· Ability to manage multiple priorities, remain organized, and maintain accuracy in a fast-paced environment.
· Experience using systems and software such as CRM platforms, order entry tools, and standard office applications including word processing and spreadsheets.
· Strong attention to detail, problem-solving ability, and a willingness to collaborate across departments.
Additional Information: Perform other duties as assigned by management.