Customer Service Technician

Role Purpose
The Customer Service Technician (Champion) – Tier 1 plays a vital role in delivering an exceptional customer experience by serving as a primary point of contact for customer inquiries and transactional support. This role is ideal for individuals who thrive in a fast-paced, high-volume environment and are motivated to build and advance a career in customer service.

The Tier 1 Associate is responsible for managing customer interactions across multiple channels, including phone, email, and written communications. The successful candidate will demonstrate strong problem-solving skills, sound judgment, and the ability to provide tailored solutions while maintaining efficiency, accuracy, and professionalism.

Role Responsibilities

• Serve as a first-line customer support representative, managing a high volume of inbound calls and cases (approximately 60–70 per day) while maintaining a positive and professional demeanor.

• Respond to customer inquiries via phone and email, ensuring timely, accurate, and customer-focused resolutions.

• Process customer transactions and order entries in SAP in accordance with company policies and established procedures.

• Manage and resolve customer cases using Salesforce, including monitoring daily reports and ensuring proper documentation and closure.

• Provide customers with options and alternative solutions aligned with their specific needs and circumstances.

• Partner with Tier 2 support teams by supplying accurate transactional details and ensuring seamless issue escalation when required.

• Maintain consistent follow-up with customers to ensure resolution satisfaction and issue closure.

Required Qualifications

• High School Diploma or GED.

• Minimum of 6 months of customer service or call center experience.

Preferred Qualifications

• Associate degree (AA, AS, or equivalent two-year post-secondary education) preferred.

• Minimum of 2 years of customer service or call center experience.

• Excellent verbal and written communication skills, with the ability to interact professionally and effectively with customers and internal teams.

• Demonstrated ability to manage multiple priorities effectively and maintain strong time management in a deadline-driven environment.

• Demonstrated ability to deliver consistent service while maintaining process accuracy, responsiveness, and accountability.

• Intermediate proficiency in Microsoft Excel.

• Familiarity with SAP, Salesforce, or other order management and customer relationship management systems.