Customer Service Rep. I

Title: Customer Service Rep I

Duration: 3+ months

Location: Onsite - 531 S Spring St., Burlington, NC

Shift: Monday-Friday, 8:30 AM-5:00 PM ET

Hours: 40 hours/week

Interview: 1 onsite individual interview

The main function of a Customer Service Rep I / Switchboard Operator is to manage a computer-based telephone switchboard and serve as the first point of contact for incoming and outgoing calls. The individual will also greet and assist visitors, direct them to the appropriate location, and notify employees of visitor arrivals.

The ideal candidate should have strong customer service and communication skills, be comfortable working with computers and telephone systems, and be able to multitask in a professional environment.

Switchboard & Call Handling

• Operate a computer-based telephone switchboard to route incoming and outgoing calls.
• Answer incoming calls professionally and direct callers to the appropriate department or employee.
• Provide basic information and assistance to callers as needed.
• Handle multiple calls and requests while maintaining a professional and courteous manner.

Visitor Support

• Serve as the first point of contact for visitors arriving at the facility.
• Greet visitors and determine the appropriate location or employee they need to reach.
• Notify employees of visitor arrivals and provide directions as needed.

Customer Service

• Respond to customer inquiries and provide appropriate information or assistance.
• Handle customer service concerns and complaints professionally.
• Refer unresolved issues to the appropriate department or personnel for further assistance.
• Maintain a positive and professional customer experience.

Documentation & Administrative Support

• Accurately document customer interactions, inquiries, complaints, and actions taken.
• Maintain accurate records and enter information into computer systems.
• Perform data entry and other administrative duties as assigned.
• Follow established procedures and company guidelines.

Other Duties

• Perform additional responsibilities and tasks as assigned.
• Work effectively and professionally with employees, customers, and visitors.

• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Strong attention to detail.
• Ability to multitask and prioritize responsibilities.
• Ability to work independently and manage time effectively.
• Ability to accurately document and record customer/client information.
• Good computer skills and familiarity with data entry applications.
• Professional and courteous telephone manner.
• Ability to learn and operate computer-based telephone/switchboard systems.

• High school diploma or GED required.
• 1+ year of customer service or related experience preferred.
• Previous experience in a switchboard, call center, receptionist, front desk, or customer service environment is highly desirable.
• Previous experience using computer applications and data entry systems.

• Good communication skills
• Strong customer service skills
• Good computer skills
• Ability to multitask
• Strong attention to detail
• Professional telephone etiquette

HS Diploma / GED