Customer Service Rep

Job Description

Job Description

Benefits :

• Health insurance
• Paid time off
• Profit sharing
• Vision insurance
• 401(k)
• 401(k) matching
• Dental insurance
• Employee discounts

Customer Service RepresentativeEmployment Type : Full-Time

Location : Davenport, Iowa

Role Overview

As a Customer Service Representative at Evolution, youll be the frontline ambassador of our brand, delivering expert support and guidance to our customers across phone, email, and social media. Youll play a vital role in upholding our reputation for exceptional service by actively listening, communicating clearly, and resolving inquiries efficiently. Your product knowledge and customer-first mindset will help ensure every interaction reflects our commitment to quality and care.

Key Responsibilities

Handle inbound calls promptly and professionally, following standard operating procedures.

Manage customer intake across phone, email, and chat, including data entry and issue escalation.

Maintain and update operating instructions for your areas of expertise.

Identify customer needs, research issues, and provide solutions or alternatives (e.g., warranty, returns).

Conduct follow-ups when necessary to ensure resolution.

Educate customers on safe usage and maintenance of Evolution products.

Recognize upselling opportunities and recommend relevant products.

Document all customer interactions in the database.

Support social media engagement and customer interactions.

Track and report performance metrics through dashboards and detailed reporting.

Meet individual and team performance targets.

Perform additional duties as assigned.

Qualifications & Skills

Experience & Education :

23 years in a customer support role.

Proven success in meeting or exceeding performance goals.

High school diploma required.

Familiarity with tools and equipment is a plus.

Technical Skills :

Microsoft Office, SAP, Salesforce, Gorgios, and SPS Commerce a plus

Strong data entry and record-keeping abilities.

Personal Attributes :

Excellent problem-solving and communication skills.

Self-motivated and able to work independently.

Organized, with strong time management and multitasking abilities.

Adaptable to different customer personalities and needs.

Calm under pressure and deadline-driven.

Multilingual skills are a plus.

Department & Reporting

Based in our Davenport, Iowa office.

Member of the Customer Service Department.

Collaborates with cross-functional teams.

Reports daily to the Customer Service Manager.

Work Schedule

Full-time, Monday to Friday

Hours : 8 : 30 AM 5 : 00 PM

Benefits

401(k) with matching

Health, dental, vision, and life insurance

Health savings account

Paid time off and training

Parental leave

Employee discounts

Profit sharing

About Evolution

With over 30 years in the industrial power tool market, Evolution is a fast-growing global company operating in 27+ countries. Headquartered in the UK with offices in the US, France, and China, were recognized as a leader in steel dry-cutting technology. Our patented multipurpose saws cut wood, aluminum, and steel, and were expanding rapidly. Join us in building one of the most iconic brands in the power tools industry.