Customer Service Representative (CSR)

Customer Service Representative (CSR)

Reports to: Customer Service Manager

Department: Operations

Pay Range: $17-19/hour (based on experience)

Position Summary

The Customer Service Representative (CSR) is responsible for providing exceptional support to students and customers by handling inquiries, resolving complaints, and ensuring a positive eCommerce experience. This role requires strong written and verbal communication skills, attention to detail, and the ability to problem-solve while maintaining professionalism in every interaction.

Key Responsibilities

• Respond promptly to customer inquiries via email, phone, and chat regarding eCommerce orders and returns.
• Investigate and resolve customer complaints such as incorrect orders, missing items, or billing questions.
• Provide accurate information regarding policies, shipping timelines, and account details.
• Document customer interactions and resolutions in the company’s customer service platform.
• Escalate unresolved issues to the Customer Service Manager when necessary.
• Collaborate with warehouse, logistics, technical support and billing teams to ensure timely resolution of issues.
• Monitor common trends in complaints and proactively suggest process improvements.
• Maintain a positive and professional tone in all written communication.

Qualifications

• High school diploma or equivalent (Associate’s or Bachelor’s degree preferred).
• 1–2 years of experience in customer service, preferably in e-commerce, retail, or call center environments.
• Strong written communication skills with the ability to draft professional, clear, and empathetic responses.
• Excellent verbal communication and active listening skills.
• Strong problem-solving abilities and attention to detail.
• Proficient with Microsoft Office Suite and Google Suite. Must have the ability to quickly learn and adapt to new platforms, as needed.
• Ability to work in a fast-paced environment, prioritize tasks, and meet deadlines.

Key Competencies

• CustomerFocus – Committed to delivering a positive experience by understanding and meeting the needs of students and customers, while maintaining fairness and supporting the overall interests of the business.
• Communication – Clear, professional, and empathetic in both written and spoken interactions.
• Adaptability – Flexible and resourceful in resolving unexpected issues.
• Teamwork – Collaborates effectively with cross-functional teams.
• Accountability – Takes ownership of resolving customer concerns and following
• through to completion.
• Flexibility & Continuous Improvement – Willing to assist in other departments when customer inquiries are limited. Responsible for drafting and refining feedback responses, both direct and through online platforms. Ideally able to monitor and track negative feedback across the web, using insights to recommend proactive improvements to the customer experience.

Work Environment

• Office located at 7200 I-30, Little Rock.
• Standard work schedule with extended hours during peak textbook rental seasons (start and end of academic terms).