Customer Service Representative

Customer Service Representative (CSR)

The Customer Service Representative (CSR) serves as a primary point of contact for customers, coordinating service requests, dispatching field technicians, and ensuring high-quality customer experience from initial contact through job completion. This role requires strong communication skills, sound judgment, and the ability to manage multiple priorities in a fast-paced service environment.

• Receive, schedule, and process customer service requests, including the creation and management of service work orders.
• Communicate work order status, scheduling updates, and service outcomes clearly and professionally to customers and internal stakeholders.
• Dispatch field service technicians efficiently, balancing customer needs, technician availability, and operational priorities.
• Deliver consistently professional, courteous, and customer-focused service in all interactions.
• Proactively identify, document, and assist in resolving customer concerns or escalated service issues.
• Collaborate effectively with internal departments to support service delivery and customer satisfaction.
• Accurately document customer interactions and service details in company systems.
• Demonstrate strong listening skills and the ability to work both independently and as part of a team.
• Contribute ideas and feedback to improve customer service processes and the overall employee experience.
• Perform miscellaneous duties as assigned, consistent with business needs.

• High school diploma or equivalent required.
• Strong verbal and written communication skills, including clear speaking ability and professional demeanor.
• Ability to multitask, prioritize work, and manage time effectively in a dynamic environment.
• Proficiency with basic computer systems, including typing, data entry, and standard office software.
• Dependable attendance and punctuality.
• Strong organizational skills and attention to detail.
• Ability to maintain professionalism when handling confidential or sensitive information.
• Prior customer service, dispatching, or call-center experience is preferred.
• Experience working in a service, logistics, or field operations environment is preferred.

• Competitive wages commensurate with experience and qualifications
• 100% company-paid medical, dental, and vision insurance premiums
• 401(k) retirement plan with generous company match
• Company-paid life insurance
• Paid vacation time
• Paid personal/sick days
• Paid holidays

Cold Technology is an Equal Opportunity Employer

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Work Location: In person