Customer Service Representative

Full Time


  • Respond positively to and expeditiously process all incoming queue calls, inquiries and orders
  • Receives and responds to customer queries in a timely manner based on informational scripts provided
  • Enters new client information into client database as needed
  • Compiles and/or updates job details in relevant databases
  • Follows-up with clients by phone, email or correspondence to keep client fully informed of resolution process and status
  • Contacts internal departments as necessary to resolve customer-related issues
  • Keeps records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Refers unresolved customer grievances to designated departments for further investigation
  • Follow established Support quality standards and meet established telephone processing time standards (talk time, after call work, order accuracy, schedule adherence, available time, out-flows, quality monitoring scoring etc.)
  • Assesses individual customer requirements and direct activities to appropriate departments
  • Utilize various systems to provide accurate information to customers, including interpreting quotes and promotions and credit policies
  • Provide required documentation related to each particular inquiry to meet the customer and the organization’s needs
  • May be required to perform other related duties as required and/or assigned by the Supervisor
  • 2 years post-secondary education in a related field or equivalent related work experience


  • 3 years of related customer service experience preferred.
  • Demonstrated working knowledge of personal computer applications such as Oracle JD Edwards Enterprise One Software, SAP Software, Microsoft Word, Excel and PowerPoint.

Other Knowledge, Skills, Abilities or Certifications:

  • Effective verbal and written communication skills targeted to the audience

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