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 servicesAnswer a high volume of inbound calls in a supportive call center environment for current customers needing scheduling and account managementMake outbound follow-up calls to existing customers Use problem solving skills to ensure customers have a positive moving experienceIdentify and escalate issues to supervisorsProvide product and service information to customersResearch information to answer customer inquiriesResearch, identify, and resolve customer complaints using applicable softwareProcess orders, forms, and applicationRoute calls to appropriate resourcesDocument all call information according to standard operating proceduresRecognize, document, and alert the management team of trends in customer callsComplete call logs and reportsPerform 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 principlesExcellent data entry and typing skills Ability to work in a call center environmentAbility work independently, to multitask and prioritize daily responsibilitiesStrong organizational skills Ability to handle stressful situations appropriatelyMust be customer focused and enjoy working with the publicExcellent written/verbal/listening skills to communicate and interact effectively with customers via phone, email, and chat technology Detail orientedProactive in problem solvingAbility to succeed in a fast-paced customer service environmentKnowledge 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 equivalentMinimum of one (1) year experience in sales, customer service, retail, or marketingCall center or telemarketing experience is a plusEEO 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.