Senior Customer Service Representative (ZR_29187_JOB)

This is a remote position.

Schedule:

• 40 hours per week
• Monday-Friday 8am-5pm Central Time USA (Frisco, TX)
• Including a 1-hour unpaid break

The Senior Customer Service Representative (CSR) plays a vital role in ensuring smooth daily operations through effective administrative support, database management, customer and vendor communications, and coordination of service activities. This position is key to maintaining operational efficiency, reducing cost of goods sold (CoGs), and delivering an exceptional customer experience.

Core Responsibilities

1. Administrative Support

• Maintain accurate and up-to-date records in internal systems.
• Prepare documents, manage filing, and assist in generating reports.
• Provide clerical and administrative support across departments as needed.

2. Database Management

• Update and maintain customer and vendor records within CRM and internal databases.
• Perform regular data audits to ensure integrity and accuracy.

3. Customer & Vendor Communications

• Serve as the primary point of contact for customer inquiries via phone and email.
• Professionally coordinate with vendors to request quotes, schedule services, and manage appointments.
• Follow up on open issues to ensure timely resolution and client satisfaction.

4. Cost of Goods Sold (CoGs) Optimization

• Identify and implement opportunities to reduce CoGs through vendor negotiations, improved workflows, or alternative sourcing.
• Track and report progress on cost-saving initiatives.

5. QuickBooks Support / Basic Bookkeeping

• Enter basic financial transactions such as invoices, bills, and payments.

• Assist with account reconciliations and reporting under the guidance of the accounting team.

6. MACD Orders (Moves, Adds, Changes, Deletes)

• Accurately process MACD requests in a timely manner.

• Coordinate with technical teams and vendors to ensure seamless execution.

7. Phone & Scheduling Management

• Handle inbound calls and route them appropriately.

• Schedule vendor appointments and service calls, aligning with customer availability and internal resources.

Tools & Systems Used

• CRM System (e.g., Monday.com)
• QuickBooks Online/Desktop
• Microsoft Office Suite (Outlook, Excel, Word)
• Microsoft Teams
• SuperOps.ai PSA/Ticketing System
• Phone System/VoIP/OMNI Call Center
• Vendor Portals (as applicable)

Performance Metrics

• Response time to customer inquiries
• Accuracy of data entry and order processing
• Number of MACD orders completed weekly/monthly
• Efficiency in vendor appointment scheduling
• Contribution to CoGs reduction and efficiency initiatives

Reporting Structure

• Reports to: Operations Manager
• Collaborates with: Sales, Technical Support, Accounting, and Vendor Management Teams