Customer Service Representative

Description

Position Overview

The 30+ year company supports the petrochemical and manufacturing industry domestically and internationally and is positioned along the Gulf Coast providing training, occupational medicine, and innovative solutions to industry. The Customer Service Representative provides professional customer service and operational support across multiple areas of the organization. This is a rotating position requiring employees to work across Customer Service Scheduling, and Lab Testing/Proctoring, as well as other assigned functions based on operational needs. Employees are expected to cross-train and maintain proficiency in each assigned area.

Essential Functions

• Greet and assist trainees in a professional and courteous manner.
• Verify trainee identification and training prerequisites.
• Assist customers with questions regarding company products, services, training, and processes.
• Process trainee payments if necessary.
• Confirm training completion, print badges, and provide certificates when applicable.
• Perform opening and closing procedures for assigned work areas.
• Support eLearning and testing operations by preparing workstations, launching courses and exams, providing required materials, and assisting trainees.
• Proctor and monitor trainees to ensure compliance with testing, quality, and security requirements.
• Provide basic technical assistance and report course, testing, system, or equipment issues to the appropriate personnel.
• Verify trainee scores and post results as required.
• Maintain accurate trainee, testing, and administrative records.
• Maintain clean, organized, professional, and adequately stocked work areas.
• Rotate between Customer Service/Scheduling, Lab Testing/Proctoring, and other assigned functions based on operational needs.
• Cross-train and maintain proficiency in assigned areas.
• Support team members and other departments as needed.
• Perform other duties as assigned.

Qualifications

• High school diploma or general education degree (GED)
• Willingness to work at different locations if the company's needs arise
• Basic computer skills required.
• Ability to obtain and maintain NCCER Proctor credentials.

Knowledge, Skills, Abilities

• Communicate clearly and professionally even in stressful situations.
• Strong problem-solving skills with the ability to understand and address customer needs.
• Ability to work independently and effectively in a fast-paced environment.
• Adaptable to new software, systems, procedures, and process changes.
• Sound judgment with the ability to recognize when issues require escalation.
• Flexible and team-oriented with the ability to adjust to changing assignments and priorities.
• Ability to maintain professionalism when handling confidential or sensitive situations.

Physical & Environmental Requirements

While performing the duties of this job, the employee is regularly required to sit, talk, hear, read, use hands and fingers to operate a computer and office equipment, and communicate verbally and in writing. The employee is also required to stand and walk for extended periods throughout the workday and, occasionally bend, reach, and lift or move items up to 25 pounds, such as files, office supplies, or materials. Specific vision abilities required include close vision and the ability to view and read information on a computer screen. This position is primarily performed inside an air-controlled professional office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Reporting Responsibilities

The Customer Service Representative reports directly to the Supervisor of Baytown Operations. This position does not have direct reports.

Disclaimer: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties and responsibilities may be revised at any time based on business needs. This document does not create an employment contract, implied or otherwise, and employment remains at-will unless otherwise stated in a written agreement signed by an authorized company representative.