Customer Service Representative

The Customer Service Representative serves as the first point of contact for customer inquiries and plays a critical role in delivering service excellence. This position responds to a high volume of customer emails, web inquiries, and phone calls while ensuring customer requests are accurately documented, evaluated, and routed to the appropriate department or subject matter expert. The Customer Service Representative is responsible for providing exceptional customer service, maintaining professionalism in all communications, and supporting efficient resolution of customer needs.ResponsibilitiesRespond to customer web inquiries, direct emails, and incoming phone calls, ensuring requests are accurately documented, evaluated, and routed to the appropriate department or subject matter expert.Answer incoming customer calls through a multi-line phone system using active listening and communication skills.Ask probing and clarifying questions to obtain detailed information and determine appropriate next steps based on customer needs.Develop knowledge of company services, locations, and organizational structure to accurately direct customers and support lead qualification activities.Utilize approved customer service resources, routing tools, and internal documentation to make accurate lead routing and assignment decisions.Accurately enter, update, and maintain customer and lead information within CRM systems, ensuring complete documentation of customer interactions.Follow established procedures for lead intake, qualification, documentation, routing, follow-up, and escalation.Perform timely follow-up with customers when additional information is needed to evaluate and route requests.Maintain a professional and customer-focused approach when handling sensitive, complex, or escalated interactions.Collaborate with internal departments to facilitate communication, issue resolution, and a positive customer experience.Learn new services, systems, processes, and business capabilities to support evolving business needs.Perform other duties as assigned.