Customer Service Representative

THIS IS NOT A REMOTE POSITION

The Customer Service Sales Representative is responsible for creating exceptional customer experiences by effectively solving problems and turning challenges into positive interactions. This role blends customer service and sales, ensuring every engagement—whether with new or existing customers—is professional, supportive, and focused on meeting customer needs. Representatives will promote products, resolve concerns, and guide customers through service options with clarity and care.

Essential Functions

Duties include, but are not limited to:

• Promoting, selling, and/or saving products and services
• Delivering excellent customer experiences via phone
• Negotiating and completing save/service order requests
• Working with customers patiently, tactfully, and efficiently
• Accurately informing customers of fees, adjustments, and account details
• Providing tailored product and service options
• Applying active listening skills in every interaction
• Following tactical call flows to optimize customer satisfaction

Key Competencies

Customer Focus

Understands internal and external customer expectations; prioritizes customer satisfaction; responds constructively to feedback and concerns.

Adaptability

Thrives amid rapid change and ambiguity; works effectively under pressure and supports continuous improvement efforts.

Communication

Maintains strong two-way communication; clearly conveys messages verbally and in writing to customers, team members, and other stakeholders.

Ethics / Integrity

Demonstrates principled behavior, follows through on commitments, and builds trust through consistent, ethical decision-making.

Initiative

Identifies opportunities for improvement, innovation, and business growth; takes proactive steps to achieve positive outcomes.

Shaping & Driving Strategy

Aligns daily actions with broader business goals; translates strategy into effective, results-oriented behaviors.

Sound Judgment & Decision-Making

Evaluates complex issues, considers all critical information, and makes timely, well-reasoned decisions.

Team Player

Supports team success by collaborating effectively and contributing to shared goals across the organization.

Minimum Requirements

• Outstanding customer service skills
• Strong communication, interpersonal, analytical, and problem‑solving abilities
• Basic math skills, accurate data entry, and confidence in sales interactions
• Understanding of peripherals and moderate‑to‑advanced hardware/software troubleshooting
• Ability to multitask in a fast-paced environment

Preferred Qualifications

• Previous customer service experience in a high‑volume environment
• 2+ years of call center experience or equivalent
• High school diploma or equivalent
• 18 years of age or older

Equal Employment Opportunity

Mountaineer Employment Solutions is an equal opportunity employer. We do not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. Employment with Mountaineer Employment Solutions is decided based on qualifications, merit, and business need.