Job Description

Date posted: October 27, 2025

Job description:

Customer Service Representative

We’re looking for a Customer Service Representative who brings strong communication skills and a steady, detail‑oriented approach to supporting our customers. This role focuses on order entry, issue resolution, and ensuring customers receive accurate information and timely service.

The ideal candidate is dependable, organized, and comfortable in a fast‑paced environment. We’re looking for someone who follows through, works well with others, and understands that every customer interaction reflects our values.

Key Responsibilities:

• Respond to customer inquiries via phone and email with professionalism and clarity
• Accurately enter and verify orders, pricing, and shipping details
• Provide timely updates to customers and ensure issues are resolved effectively
• Maintain organized documentation for change orders, cancellations, and customer interactions
• Process RMAs and follow up until fully resolved
• Provide product information, delivery updates, and troubleshoot account/order issues
• Assist with complaint resolution and ensure customer satisfaction
• Monitor recurring issues, flag trends, and recommend improvements
• Support the team by managing CRM records and performing data entry

Requirements

• College degree required (minimum of an Associate of Arts or Associate of Science degree)
• 3–5 years of relevant customer service or order management experience
• Strong communication, organization, and time management skills
• Proficiency in Microsoft Office, Salesforce, and data management systems
• Ability to work independently and as part of a team
• Ability to multitask and prioritize in a fast‑paced environment
• A proactive, customer-first mindset aligned with Direct Wire’s core values

Benefits

• Medical, dental, and vision coverage for employees and families starting on day one
• Company-funded Health Reimbursement Account (HRA)
• Optional Health Savings Account (HSA) and Flexible Spending Account (FSA)
• Coverage options for disability, accident, critical illness, hospitalization, and life insurance
• Access to our Employee Assistance Program (EAP)
• 401(K) with a 5% company match after 90 days of employment
• Pet insurance
• Generous paid time off, wellness days for on-site roles, and paid holidays

Our Core Values

• Be a Great Person: Practice the highest integrity, care for and respect all, and always do the right thing.
• Serve Your Customers Well: Do whatever it takes for customer success, be driven for mutual success, and be willing to sacrifice for the greater good.
• Do Great Work: Seek continuous improvement, take the initiative and be proactive with solutions, be eager to share your ideas, and practice fanatical attention to detail.
• Be a Great Teammate: Be positive, enthusiastic, and energetic, be fun to work with and for, be a good listener, and be eager to serve others well.

Background check, drug screening and references required. Direct Wire participates with eVerify.

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