Customer Service Rep (08926) - Camp Lejeune

Job description

We are seeking a Customer Service Representative to join our team at Camp Lejeune, North Carolina. In this role, you will be the primary point of contact for our customers, providing exceptional support and assistance across multiple communication channels. You will work in a fast-paced environment where your friendly demeanor, problem-solving abilities, and commitment to customer satisfaction will make a meaningful difference every day. Answer incoming customer inquiries via phone, email, and chat with professionalism and courtesy Resolve customer issues and concerns in a timely and empathetic manner, ensuring first-contact resolution whenever possible Document all customer interactions accurately in the company's customer relationship management (CRM) system Provide product and service information to customers, addressing questions and offering tailored solutions Escalate complex issues to appropriate departments or supervisors while maintaining customer confidence Maintain a positive and supportive attitude while managing multiple customer requests simultaneously Follow established protocols and procedures to ensure consistent service quality and compliance Contribute to a collaborative team environment by sharing best practices and supporting colleagues Monitor and track customer feedback to identify trends and opportunities for service improvement Meet or exceed performance metrics including response time, resolution rate, and customer satisfaction scores 2+ years of customer service experience in a professional environment Excellent verbal and written communication skills with the ability to explain complex information clearly Strong active listening skills and empathetic approach to customer interactions Proven ability to remain calm and patient when handling difficult or frustrated customers Proficiency with computer systems, email platforms, and customer service software Solid organizational and time management skills with the ability to prioritize multiple tasks Problem-solving mindset with the ability to think critically and offer practical solutions Professional demeanor and appearance with a commitment to representing the organization positively Ability to work independently and as part of a collaborative team Preferred: Experience in a military, government, or defense-related environment Preferred: Familiarity with military protocols and procedures Preferred: Experience with CRM software platforms Preferred: Multilingual capabilities (written and/or verbal) Preferred: Conflict resolution and de-escalation experience PHYSICAL REQUIREMENTS including, but not limited to the following: Standing Most tasks are performed from a standing position. Walking For short distances for short durations. Surfaces include ceramic tile "bricks" with linoleum in some food process areas. Height of work surfaces is between 36" and 48". Sitting Paperwork is normally completed in an office at a desk or table. Lifting Bulk product deliveries are made twice a week or more and are unloaded by the team member using a hand truck. Deliveries may include cases of ingredients and supplies weighing up to 50 pounds with dimensions of up to 3' x 1.5'. Cases are usually lifted from floor and stacked onto shelves up to 72" high. Carrying Large cans, weighing 3 pounds, 7 ounces, are carried from the workstation to storage shelves. Occasionally, pizza sauce weighing 30 pounds is carried from the storage room to the front of the store. Trays of pizza dough are carried three at a time over short distances, and weigh approximately 12 pounds per tray. Pushing To move trays which are placed on dollies. A stack of trays on a dolly is approximately 24" - 30" and requires a force of up to 7.5 pounds to push. Trays may also be pulled. Climbing Team members must infrequently navigate stairs or climb a ladder to change prices on signs, wash walls, perform maintenance. Stooping/Bending Forward bending at the waist is necessary at the pizza assembly station. Toe room is present, but workers are unable to flex their knees while standing at this station. Duration of this position is approximately 30 - 45 seconds at one time, repeated continuously during the day. Forward bending is also present at the front counter and when stocking ingredients. Crouching/Squatting Performed occasionally to stock shelves and to clean low areas. Reaching Reaching is performed continuously; up, down and forward. Workers reach above 72" occasionally to turn on/off oven controls, change prices on sign, and lift and lower objects to and from shelves. Workers reaching down to perform such tasks as scooping cornmeal from a plastic barrel, or washing dishes. Workers reach forward when obtaining topping ingredients, cleaning work surfaces, or answering phones. Hand Tasks Eye-hand coordination is essential. Use of hands is continuous during the day. Frequently activities require use of one or both hands. Shaping pizza dough requires frequent and forceful use of forearms and wrists. Workers must manipulate a pizza peel when removing pizza from the oven, and when using the rolling cutter. Frequent and/or forceful pinching is required in the assembly of cardboard pizza boxes. Team Members must be able to grasp cans, the phone, the pizza cutter and pizza peel, and pizza boxes. Machines, Tools, Equipment, Work Aids Team Members may be required to utilize pencils/pens, computers, telephones, calculators, TDD equipment, pizza cutter and pizza peel.