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CUSTOMER SERVICE REPRESENTATIVE

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One Point, Inc. is seeking a talented individual to join our Customer Service department as a Customer Service Representative.

This role is responsible for handling customer inquiries, resolving complaints, and providing information about products or services. They serve as the main point of contact between a company and its customers, ensuring a positive customer experience and maintaining customer satisfaction.

Key Responsibilities:

  • Respond to Customer Inquiries: Answer calls, emails, live chats, and social media messages in a timely and professional manner.
  • Resolve Complaints & Issues: Address customer concerns, troubleshoot problems, and escalate issues when necessary.
  • Process Orders & Transactions: Assist customers with placing orders, tracking shipments, processing returns, and handling billing inquiries.
  • Provide Product/Service Information: Educate customers on company products, services, policies, and promotions.
  • Maintain Customer Records: Accurately document customer interactions, issues, and resolutions in the company’s CRM or database.
  • Follow Up: Ensure customer satisfaction by following up on unresolved inquiries or issues.
  • Collaborate with Other Departments: Work with sales, accounting, and management to resolve complex customer issues.

Performance Goals: Adhere to company policies, service level agreements (SLAs), and quality assurance standards.

Qualifications & Skills:

  • Attention to Detail: Ensures accuracy in customer interactions and data entry.
  • Time Management: Ability to multi-task & prioritize in a fast-paced environment.
  • Strong Communication Skills: Excellent verbal and written communication skills.
  • Problem-Solving Ability: Ability to think critically and resolve customer concerns.
  • Customer-Focused Attitude: Friendly, patient, and empathetic approach to customer interactions.
  • Technical Proficiency: Comfortable using computers and various software.
  • Teamwork: Works well with others and contributes to a positive team environment.

Requirements / Preferred Qualifications:

  • Education: High school diploma or equivalent
  • Experience: Prior customer service experience is preferred but not required.
  • Technical Knowledge: Familiarity with company products or services is a plus.
  • Software: Experience with sales and help software (e.g., Hubspot, Zendesk) is preferred but not required

About One Point:

At One Point, we’re not just a business; we’re a vibrant part of our community. We’re fostering a positive, creative environment rooted in respect, where a shared passion for excellence in service drives everything we do. What began in Northeastern Pennsylvania has now expanded to serve businesses across the nation, bringing our commitment to quality and innovation to clients nationwide.

We’ve grown into a leader in business services, offering print, office goods, promotional materials, branded merch, warehousing, kitting, and online stores.

As a local, family-owned company, we’re committed to giving back to the community that has supported us. That’s why we started our own charity, One Point of Light. We have given over $1 million in support to the community since 1997. Our team members volunteer their time and talents, and we actively participate in various giveback initiatives.