Customer Service RepresentativeRole Overview | The Customer Service Representative owns the customer's experience from the first inquiry through resolution. This role is critical to protecting revenue by providing fast, accurate support, coordinating internal follow-up and ensuring that no customer question or problem goes unanswered. We value team members who communicate openly, take accountability, act with integrity and keep momentum - if that sounds like you, you'll fit right in. Responsibilities Manage customer inquiries (phone, email, website forms, chat, text) from the shared support queue. Provide order support, including status updates, tracking and shipping information. Offer product guidance using the approved product knowledge base. Handle customer problems (returns, damages, missing packages) according to company policy, escalating when appropriate. Maintain accurate records of all customer conversations, actions and outcomes in our system. Recognize sales opportunities and route them to the appropriate sales owner. Complete customer-facing administrative requests, including vendor forms and tax-exemption documentation. Collaborate with internal teams to resolve issues and improve service workflows. Monitor AI-generated responses and system routing for accuracy. Success Metrics Maintain a first-response time of less than four business hours. Ensure every inquiry has an assigned owner, status and clear next action. Proactively communicate with the customer every four to six business hours during active investigations to provide updates and resolution progress. Accurate and complete ticket documentation. Effective identification and routing of sales opportunities.

Adherence to core values:

Communicating Openly, Honesty, Accountability, Respect and Momentum. Requirements High school diploma or equivalent. Strong verbal and written communication skills with a focus on empathy, clarity and confidence. Proven ability to manage multiple priorities and follow through on commitments. Attention to detail and a commitment to data accuracy. Ability to learn and effectively use customer-service systems and AI-assisted tools. Strong problem-solving skills and judgment regarding when to escalate issues.

Required Hours Full-time:

Monday - Friday, 7:00 AM - 3:30 PM. This role requires a consistent full-time commitment to ensure the responsiveness and continuity necessary to truly own the customer experience from start to finish. Occasional flexibility may be needed during busy periods. Benefits Competitive pay Health, dental and vision insurance Paid time off and holidays 401(k) plan with company match Opportunities for career growth and training Why You'll Love Working Here | At Marine Vinyl Fabric, we don't just answer questions - we own the customer experience from start to finish. You'll be part of a team that values honesty, respect and momentum, where your ability to solve problems and advocate for our customers makes a tangible difference every day.

Pay:

From $22.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Application Question(s): This position requires answering customer phone calls throughout the day. Are you comfortable speaking with customers on the phone? Tell us about your experience using customer service software, CRMs, or other digital tools. How comfortable are you learning new technology, including AI-assisted tools? Briefly describe a time you helped resolve a difficult customer issue. What was the outcome?

Work Location:

In person