CS Agent - Omni Channel

CS Agent - Omni Channel

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Location:

San Antonio, Texas

Job ID

2605726

Location: 3067 East Commerce Street, San Antonio, TX 78220

Schedule: Full time 40 hours per week, 5 days per week with 2 scheduled days off within the operational schedule of Monday-Sunday, 7:00 AM - 5:30 PM CST. Scheduled days off will be Thursday and Friday.

Training Schedule: 4 weeks total from 8:00 AM - 5:00 PM Monday-Friday.

The Customer Service Agent Omni-Channel provides high-quality customer support across multiple channels while partnering with location management and internal teams to resolve customer needs efficiently and accurately. Customer interactions may include inbound calls, chats, emails, priority requests, lost accounts, and other back-office work. This role requires the ability to self-pace, prioritize, troubleshoot, and manage multiple types of customer interactions while following standardized procedures. The Customer Service Agent is expected to create a positive customer experience during every interaction by demonstrating ownership, attention to detail, adaptability, and commitment to resolution.

Job Details

Monday-Friday

• Primary focus on inbound phone support and customer resolution.
• Provide back-office queue coverage during peak periods and as business needs require.
• Support additional customer service omni channels based on volume and operational needs.

Saturday-Sunday

• Primary focus on back-office queue management and resolution.
• Provide phone coverage for incoming calls.
• Support additional priority work and customer needs as business volume requires.
• Manage inbound customer interactions while demonstrating professionalism, ownership, and a commitment to effective resolution.
• Research and analyze customer account information to provide accurate answers and solutions.
• Open, track, and resolve customer service requests using internal CRM and tracking systems.
• Maintain accurate and well-written documentation of customer interactions within contact center systems.
• Utilize active listening to understand, confirm, and clarify customer needs.
• Resolve customer questions and concerns efficiently while ensuring customers feel supported and valued.
• Utilize company tools, technology, databases, scripts, and resources to support effective customer resolution.
• Build trust-based relationships with customers, team members, and business partners through consistent professionalism and reliability.
• Collaborate effectively with Sales, Service, field locations, and other internal partners.
• Participate in training and ongoing development to expand knowledge, capabilities, and understanding of company processes.
• Demonstrate ownership and accountability while working to minimize customer effort and unnecessary handoffs.
• Consistently meet or exceed established quality, productivity, customer experience, and performance expectations.
• Adhere to organizational policies, procedures, and compliance standards.
• Perform additional duties as needed to support customer and business operations

Benefits & Perks

• 401K with Company Match, Profit Sharing, Health Insurance, Employee Assistance Program, Life Insurance, Paid Time Off, Tuition Reimbursement, 30% Employee Discount, Employee Referral Bonuses.
• UniFirst is an international leader in garment & Uniform services industry. We currently employ over 16,000 team partners who serve 300,000 business customer locations throughout the U.S., Canada, and Europe.
• We were included in the top 10 of Selling Power magazine's "Best Companies to Sell For" list and recognized on Forbes magazine's "Platinum 400 - Best Big Companies" list. As an 80-year old company focused on annual growth, there's never been a better time to join our team.

About Us

At UniFirst, we're a global leader in uniform rental and facility service solutions for businesses across industries - from manufacturing and food processing to healthcare and hospitality. With a reputation for superior service and long-term customer partnerships, every uniform, product, and service we offer comes with integrity, commitment, and hard work. Come join a team that always delivers!

Qualifications

Job Requirements

• 2 years' experience in high call volume customer service environment.
• Minimum keyboard speed of 45 WPM.
• Proficiency with multi-line phone system and general office equipment.
• Ability to navigate multiple programs and effectively use on-line resources to complete customer requests.
• Organizational skills with an ability to stay focused on assigned tasks.
• Call center experience is preferred.
• Solid working knowledge of MS Outlook, Word, and Excel
• High school diploma or GED required.
• Exceptional customer service, active listening, verbal and written communication skills, professional phone presentation.
• Strong time management, organizational and communication skills.
• Adaptability and accountability.
• Certification completed prior to fielding calls independently.

UniFirst is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.

If you require an accommodation during any part of the application process due to a disability or medical condition, please contact us by email at TalentAcquisition@unifirst.com or through our EthicsFirst portal at UniFirst.ethicspoint.com. You may also call the EthicsFirst Hotline at (800) 213-8979 to let us know the nature of your request.

UniFirst Recruiters and/or representatives will not ask job seekers to provide personal financial information when submitting a job application. Please be vigilant as such requests for information may be fraudulent.

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