Job Description
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
Position Overview
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 / DesktopMicrosoft Office Suite (Outlook, Excel, Word)Microsoft TeamsSuperOps.ai PSA / Ticketing SystemPhone System / VoIP / OMNI Call CenterVendor Portals (as applicable)Performance Metrics
Response time to customer inquiriesAccuracy of data entry and order processingNumber of MACD orders completed weekly / monthlyEfficiency in vendor appointment schedulingContribution to CoGs reduction and efficiency initiativesReporting Structure
Reports to : Operations ManagerCollaborates with : Sales, Technical Support, Accounting, and Vendor Management TeamsRequired Skills & Qualifications
Excellent communication and interpersonal skillsBasic proficiency in QuickBooks and general bookkeeping principlesStrong attention to detail and organizational abilityAbility to manage multiple priorities in a fast-paced environmentFamiliarity with MACD processes and vendor coordination is a plusIndependent Contractor Perks
HMO Coverage for eligible locationsPermanent work-from-homeImmediate hiringZR_29187_JOB
Requirements
