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Customer Service Representative

Department: Contact Center

Reporting To: Contact Center Supervisor

FLSA: Non Exempt

Job Description

The customer service representative will act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency. The Customer Service Representative will ensure delivery of excellent customer service in a multi-channel, fast paced environment through quick and accurate processing of orders, communication, and coordinating with other departments to resolve inquires.

Duties and Responsibilities

  • Answers inquiries by clarifying desired information; researching, locating, and providing information.
  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
  • Fulfills requests by clarifying desired information; completing transactions; forwarding requests
  • Sells additional services by recognizing opportunities to up-sell accounts; explaining new features
  • Maintains contact center database by entering information
  • Updates job knowledge by participating in educational opportunities.
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
  • Drive customer retention by delivering superior customer service via phone, online chat, and email.


  • Solid verbal and written communication skills
  • Strong math skills and attention to detail
  • Positive attitude
  • Initiative
  • Cooperation and teamwork with peers
  • Customer empathy and relations
  • Basic keyboarding and software skills

Education and Experience

  • High School Diploma or equivalent
  • 2+ years Customer Service Experience
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