What are the responsibilities and job description for the Customer Service Representative position at CrossFire Group?
Job Title: Customer Service Representative
Location: Babylon, NY
Department: Customer Support / Call Center
Reports To: Customer Service Supervisor or Manager
Job Summary
As a Customer Service Representative (CSR) , you’ll serve as the first point of contact for customers through multiple channels including phone, email, live chat, and self-service tools. You’ll assist with inquiries related to billing, service changes, cancellations, and missed pickups, handling between 60–80 customer interactions per day in a fast-paced environment.
This role requires strong communication and problem-solving skills to resolve customer concerns quickly and effectively. CSRs also play a vital role in customer retention by promoting services and preventing cancellations when possible.
Key Responsibilities
Respond to customer inquiries with professionalism and efficiency through multiple channels.
Provide accurate information about services, billing, contracts, and account updates.
Resolve customer issues on the first contact whenever possible and escalate when necessary.
Use internal systems, tools, and knowledge bases to research and document solutions.
Proactively identify opportunities to upsell or cross-sell WM products and services.
Handle service cancellations with a focus on customer retention through alternative solutions.
Meet or exceed call center performance standards, including quality, productivity, attendance, and adherence goals.
Participate in cross-training activities with departments such as Operations, Sales, and Billing.
Adapt to schedule changes and perform other duties as needed to support customer service operations.
Qualifications
Education:
High school diploma or GED required.
Experience:
Minimum of 1 year of customer service experience.
Skills & Abilities:
Strong verbal and written communication skills.
Proficient in MS Office and capable of using multiple systems simultaneously.
Professional phone etiquette and effective listening skills.
Able to multitask and manage time in a high-volume setting.
Calm under pressure and skilled at conflict resolution and de-escalation.
High attention to detail and accuracy.
Adaptable, dependable, and a team player.
Core Competencies
Adaptability & Flexibility
Personal Accountability
First Contact Resolution
Tech Savvy
Written & Verbal Communication
Attention to Detail
Negotiation & De-escalation
Decision-Making
Work Environment
Standard office environment with extended periods of computer use.
Occasional lifting of items up to 30 pounds.
Must be able to work scheduled hours with flexibility as needed.
