About the role

The Customer Service Representative plays a vital role in ensuring a positive customer experience by serving as the primary point of contact between clients and the company. This role involves responding to inquiries, resolving issues efficiently, and maintaining strong customer relationships across phone, email, and chat support channels.
What you'll do

• Serve as the primary point of contact for customers via phone, and or email.
• Respond promptly and professionally to customer inquiries, providing accurate information and assistance.
• Troubleshoot and resolve customer issues efficiently while ensuring a positive customer experience.
• Escalate complex issues to appropriate departments when necessary for resolution.
• Maintain detailed records of customer interactions, feedback, and resolutions in the system.
• Build and maintain strong customer relationships through clear and courteous communication.
• Collaborate with internal teams to address customer needs and improve service processes.
• Stay up to date on company products, services, and policies to provide accurate and timely information.

Qualifications

• High school diploma or equivalent; post-secondary education preferred.
• 0–2 years of customer service or related experience (entry-level acceptable).
• Strong verbal and written communication skills.
• Basic problem-solving and conflict-resolution abilities.
• Comfortable using customer service software, CRM tools, and Microsoft Office applications.
• Ability to handle multiple inquiries in a fast-paced environment with professionalism and accuracy.
• Positive attitude, strong interpersonal skills, and a willingness to learn.
• Flexibility to work varied shifts, including evenings or weekends if required.

Physical Demands:

Sitting: 8-hour work shift

Reasonable Accommodation Statement

Consistent with the Americans with Disabilities Act (ADA) in the State of Texas, it is the policy of Frank Kent Enterprises LTD to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy requests for reasonable accommodation apply to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact Dana Beard at danab@swagoe.com.

Work Environment & Schedule: Day Shift, Full Time, On-site

May occasionally require weekends or overtime

Classification: Non-Exempt

Salary/Hourly: Hourly

Department: Customer Service

Reports To: Customer Service Manager

Salary Band: $18.00-25.00 DOE