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Job Title:

Customer Service Representative

Job Post ID:


Posted Until:







1st and 2nd Shift


Full Time



Job Description:

About This Role:

The Customer Service Representative is the primary point of contact for SMS Assist customers to resolve questions, log work orders, or follow up on work orders. This role handles a variety of requests via phone or email. We are seeking an individual who will provide an amazing customer experience to every customer they interact with, takes ownership for resolving customer issues, and looks for ways to improve the customer experience.

We are looking for customer service champions – teammates who deliver a stellar customer experience on every call they take.

Job Classification

This is a full-time, non-exempt position
Various Shifts Available - Operating Hours are 6am - 10pm

Job Summary

Actively listen and respond to phone calls and emails from customers
Develop and maintain positive customer relations required to ensure superior customer satisfaction
Remain on the queue and address all requests
Maintain open communication with Affiliates in a manner that adheres to all contracts and agreed upon Scope of Work
Use training and resources to help customers achieve resolution
Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
Enter all information into our database and ensure consistency and accuracy
Manage the scheduling and completion of all services assigned by customers
Transfers calls to the appropriate personnel

Job Duties

Identifies and responds to customer’s needs based on defined procedures with a goal of first call resolution
Use effective and clear communication skills to provide resolution to customers
Escalates calls to supervisor, escalations team, or other support areas when necessary and appropriate
Resolves problems by clarifying issues and researching alternative solutions
Document calls using proprietary software and other systems
Responsible for achieving goals (quality, first call resolution, adherence, customer satisfaction, etc.) and contributing to team goals as outlined by the management team
Develop a comprehensive knowledge of company policies, procedures, and services to provide customers with fast and accurate information
Perform other duties as assigned
Shift flexibility may be required

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.

SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.

This position is not eligible for visa sponsorship.

Job Requirements:

Key Competencies

Strong written and verbal communication skills
Customer/client orientation
Problem-solving skills
Proficient on a PC and with various software programs (MS Office)
Strong web browsing knowledge required
Ability to thrive in a fun and fast paced environment
Passion for customer service
Experience and Education

Requires a high school diploma or GED, some college preferred
0 to 2 years of experience.
Previous customer service experience a plus (retail, hostess, etc.)



Medical, Dental, Vision, 401K, Vacation, Sick Pay, Holiday
Advanced Training Available
Career Growth

Company Information

SMS Assist provides a fully managed business solution to more than 185,000 customer locations with a network of over 20,000 Affiliate subcontractors. Using its unique business model and proprietary cloud-based technology platform, SMS Assist continuously reduces customer costs to maintain their properties, while improving service quality and speed of delivery.

Other Information: