CS AGENT

Customer Service Agent

Job Description

Customer Service Agent

FLSA Classification

Non-exempt

Department

Customer Service

Reports to

Customer Service Supervisor

Date

January 1, 2026

Job description

Summary/objective

A Customer Service Agent will answer incoming calls from customers who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information. You will be a member of the primary contact team for consumers interested in the products we offer and will be responsible for assisting them in completing purchases online and over the phone. You will also inform customers of the product terms and features and project a professional company image through voice and online interactions.

Essential functions

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

• Schedule appointments, identify customer needs, and market appropriate products and services
• Answer a high volume of inbound calls in a supportive call center environment for current customers needing scheduling and account management
• Make outbound follow-up calls to existing customers
• Use problem solving skills to ensure customers have a positive moving experience
• Identify and escalate issues to supervisors
• Provide product and service information to customers
• Research information to answer customer inquiries
• Research, identify, and resolve customer complaints using applicable software
• Process orders, forms, and application
• Route calls to appropriate resources
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Complete call logs and reports
• Perform additional responsibilities as requested. Essential duties, responsibilities and activities may change at any time, with or without notice

Competencies/skills

• Proficient in relevant computer applications (Microsoft Word, Excel, Teams, and Outlook)
• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Ability to work in a call center environment
• Ability work independently, to multitask and prioritize daily responsibilities
• Strong organizational skills
• Ability to handle stressful situations appropriately
• Must be customer focused and enjoy working with the public
• Excellent written/verbal/listening skills to communicate and interact effectively with customers via phone, email, and chat technology
• Detail oriented
• Proactive in problem solving
• Ability to succeed in a fast-paced customer service environment
• Knowledge of moving/storage or logistics industry is a plus
• Ability to work between 40-50 hours per week

Specialized knowledge and/or licenses

None

Supervisory responsibilities

None

Work environment

Working conditions for this position are in a standard office setting which is indoors in a climate-controlled environment.

The ability to work remotely is a privilege we want to offer to those who are prepared to succeed in that environment. All new representatives who are meeting the required performance and attendance standards may be able to begin working remotely at the 30-day mark pending approval from your team supervisor. Once remote work is approved, those employees may be required to work in-office a minimum of 2 days per week. Those who are not ready to work remotely at the 30-day mark will be required to continue working in the office until they are deemed ready.

Physical demands

The physical demands for this position require use of a personal computer and phone on an ongoing basis throughout the workday. Additionally, the position requires frequent sitting, manual dexterity to type on a keyboard, reaching with hands and arms, ability to speak clearly, ability to hear spoken word, visual acuity, and the ability to lift and carry up to 10 (ten) pounds.

Travel required

None

Required education and experience

• High School Diploma or equivalent
• Minimum of one (1) year experience in sales, customer service, retail, or marketing
• Call center or telemarketing experience is a plus

EEO statement

1-800-PACK-RAT | Zippy Shell is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristics as outlined by federal, state, or local laws.

Other duties

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 may change at any time with or without notice.