Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- Comprehensive medical, dental, and vision insurance with competitive premiums.
- Paid parental leave.
- Mental health support through an EAP and partial reimbursement on copays, fertility support, and robust wellness programs with annual reimbursements.
- Many positions with Tyndale offer hybrid onsite + remote work schedules, generous PTO, paid holidays + a floating holiday, and more.
- Competitive salary, 401(k) with matching, and bonus opportunities.
- Training/certification/tuition reimbursement programs and demonstrated paths for knowledge share and internal promotion opportunity.
- Family-owned values, award winning culture, team-engagement events, casual dress code, company-sponsored charitable events and activities, and an inclusive workplace that values collaboration and integrity.
Company Overview