Customer Service Rep II

We are looking for a Customer Service Rep II to support service-related customer needs and provide responsive, solutions-focused assistance in Indianapolis, IN. This Long-term Contract position is ideal for someone who can manage routine inquiries, document service activity accurately, and take appropriate steps to help resolve issues through repair, return, or field service coordination. The role requires strong communication skills, sound judgment, and the ability to work effectively under moderate supervision while handling day-to-day operational tasks.

Responsibilities:

• Respond to customer questions and service requests by phone, email, or other communication channels with professionalism and accuracy.

• Review reported issues, determine the appropriate next steps, and coordinate corrective actions such as repair processing, product return handling, or field service support.

• Maintain accurate service documentation, including logs, records, case notes, and follow-up details to support operational tracking and compliance.

• Resolve routine customer concerns independently and escalate more complex matters to the appropriate internal teams when additional support is needed.

• Apply company service guidelines and established procedures to ensure consistent handling of inquiries and service outcomes.

• Make minor adjustments to daily work methods when needed to address issues efficiently and improve task completion.

• Communicate with colleagues and cross-functional partners to exchange information, clarify case details, and support timely resolution.

• Assist with clerical and administrative tasks related to service operations, including record updates, check processing support, and digital file maintenance.

• High school diploma or equivalent required.
• 1–3 years of relevant experience in customer service, service coordination, or a related support role.
• Strong verbal and written communication skills with the ability to explain information clearly and professionally.
• Experience handling routine customer issues, documenting case activity, and maintaining accurate logs or service records.
• Ability to follow established procedures while exercising judgment to make minor work adjustments as needed.
• Proficiency with basic digital tools and administrative tasks in a structured work environment.
• Strong organizational skills and attention to detail when managing multiple service requests.
• Ability to work under moderate supervision and collaborate effectively with team members and internal stakeholders.