Customer Service Representative

Make an Impact Where It Matters Most—The Customer Experience

At RiteScreen, we’re redefining how customers experience our products—from first click to final delivery. We’re looking for a Customer Service Representative (CSR) who brings empathy, energy, and precision to every interaction.

In this role, you won’t just answer questions—you’ll own the customer experience, turning ---------- nts of friction into ---------- nts of trust. If you thrive in a fast-paced, customer-first environment and take pride in solving problems the right way the first time, we want to hear from you.

Position Summary
This role is responsible for providing responsive, empathetic, and timely support to customers across multiple communication channels including phone, email , and chat. The Customer Service Representative plays a critical role in reducing call abandonment, improving customer satisfaction, and ensuring accurate and efficient order processing. Success in this role requires strong communication skills, problem-solving ability, and the ability to collaborate across teams.

Key Responsibilities
Provide timely and professional responses to customer inquiries related to products, order status, and service concerns across phone, email , chat, and other channels.
Manage incoming communication effectively to reduce wait times and improve responsiveness.
Follow up with customers who experienced missed calls or delays to ensure their needs are addressed.
Process customer orders accurately and in a timely manner, ensuring all details are correct.
Communicate clearly with customers throughout the order lifecycle, including updates and issue resolution.
Build strong relationships with customers through proactive and solution-oriented communication.
Partner with internal teams such as production, logistics, and finance to meet customer expectations.
Escalate complex issues when necessary to ensure timely and effective resolution.
Maintain accurate records of customer interactions, orders, and outcomes.
Support team initiatives and contribute to continuous improvement efforts.

Performance Expectations
Meet or exceed established performance metrics including call answer rates, abandonment rates, response and resolution times, first contact resolution, customer satisfaction scores, and quality assurance standards.

Qualifications
At least two years of customer service experience, preferably in a direct-to-consumer, retail, or eCommerce environment.
Experience working in a high-volume, performance-driven environment with service level targets.
Strong written and verbal communication skills.
High emotional intelligence with the ability to manage and de-escalate customer concerns.
Strong problem-solving and analytical skills with attention to detail.
Experience using customer service platforms such as Zendesk or RingCentral is preferred.
Experience with CRM systems such as Salesforce or HubSpot is a plus.
Familiarity with order entry, invoicing, and tracking systems is preferred.
Proficiency in Microsoft Office including Outlook, Excel, and Word.
High school diploma or GED required; some college coursework preferred.

Why Join RiteScreen
RiteScreen offers the opportunity to be part of a growing, customer-focused organization where your work directly impacts the customer experience. You will collaborate with a supportive team, gain exposure to cross-functional operations, and have opportunities to grow and develop your skills.

What Success Looks Like
You take ownership of customer interactions, communicate clearly and professionally, and resolve issues efficiently. Customers feel heard, supported, and confident in their experience, and your performance reflects strong results across both service quality and operational metrics.

If you’re ready to bring your customer service expertise to a team that values both results and relationships, we’d love to connect!