Customer Service Representative

Tyndale Company, Inc. is a family-owned business and an industry-leading national supplier of arc-rated flame-resistant clothing. They are seeking an experienced Customer Service Representative to provide professional support through various channels and maintain accurate customer data in their systems.

Responsibilities:

• Provide timely, accurate, and professional customer support through phone, email, web messaging, text, service tickets, and internal service channels
• Monitor, prioritize, and complete assigned customer inquiries, service tickets, email queues, internal requests, and follow-up items in accordance with established procedures and service expectations
• Process customer orders, returns, and service-related transactions with a high level of accuracy, efficiency, and attention to detail
• Respond to customer inquiries related to order status, delivery, product options, website navigation, lost shipments, returns, replacements, and other service needs
• Resolve routine customer concerns by asking effective questions, gathering relevant information, documenting interactions appropriately, and following through or escalating when needed
• Maintain accurate customer profile, order, and service information in Tyndale systems, correcting routine discrepancies, and escalating complex issues through the appropriate path
• Communicate with internal departments to verify order details, gather information, and support resolution of service issues
• Handle tense or sensitive customer interactions with professionalism, empathy, sound judgment, and a focus on resolution
• Meet established performance expectations related to productivity, call handling, email and ticket quality, order accuracy, customer interaction quality, schedule adherence, and timely follow-up
• Follow established customer service procedures, company policies, account-specific requirements, confidentiality expectations, and service standards
• Report recurring service issues, customer concerns, system discrepancies, or unresolved concerns to the appropriate Customer Service leadership or escalation channel in a timely manner
• Share feedback and work collaboratively with Tyndale team members to support a positive customer experience and consistent service processes

Requirements:

• High school diploma or equivalent required
• Strong customer-focused mindset with the ability to communicate professionally, patiently, and effectively with customers, including during tense interactions
• Detail-oriented with the ability to maintain accuracy, service quality, and professionalism while handling a high volume of calls, emails, service tickets, and internal requests
• Proficiency with Microsoft Office required, including basic Microsoft Excel skills; comfortable learning and navigating multiple internal systems, order platforms, and customer service tools
• Ability to prioritize work, manage multiple tasks, adapt in a fast-paced environment, and work toward first-contact resolution whenever possible
• Ability to collaborate with internal team members and cross-functional departments to support customer needs
• Self-motivated, dependable, organized, and able to meet established performance expectations related to productivity, quality, accuracy, and customer satisfaction
• Previous call center or customer service experience highly preferred