Job Description

Job Title: Customer Service Representative

Location: Dubuque, IA

Contract Duration: 6 Months

Expected hours: 40 Hours per Week

Schedule: Onsite – Mon-Fri, flex start time: 7/8:00 – 4/5:00

Pay Range: 24 – 26.75 $ Per hour

Benefits: dental vision and our 401k retirement savings plan

Visa Sponsorship: Not available

Major Purpose

Serves as frontline support to channel partners, customers, and internal personnel by providing information and solutions on product-related inquiries. Focuses on optimizing customer satisfaction and retention through effective communication and issue resolution.

Major Duties

• Deliver advanced product/service information and respond to customer inquiries.
• Record and process custom/special orders, often with ambiguous delivery expectations.
• Handle basic issue escalations and provide managerial approvals when needed.
• Initiate contact with customers to build new relationships and resolve queries or complaints.
• Maintain CRM records with follow-up actions and call plans to support retention and development.
• Conduct customer interviews using multilevel sales scripts to clarify requirements.
• Provide exceptional service to encourage continued product/service use.
• Ensure compliance with organizational policies and regulatory codes.
• Participate in training and development activities to enhance capabilities and stay current with industry best practices.

Skills, Abilities, and Knowledge

Must-Have Competencies:

• Customer-Focused Approach
• Leverages Digital Communications with Customers

Additional Skills:

• Understands Issues/Motivations
• Masters Service Conversations
• Navigates Customer Challenges
• Strengthens Customer Connections
• Builds Customer Loyalty
• In-Depth Questioning
• Initiates Compelling Sales Conversations
• Service Into Sales
• Builds Rapport
• Knows the Buying Influences
• Manages Buyer Indifference

Education

• Short-Cycle Tertiary Education

Work Experience

• 7–12 months of customer support and/or sales experience required
• Preference for candidates with both customer support and sales backgrounds

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