Customer Service Representative

Job Description

Job Title : Customer Service Representative

Reports to : Customer Service Manager

FLSA : Non-Exempt (Hourly)

EEO : Administrative Support Workers

Manages others : No

Location : Hybrid

Department : Customer Service Team

ADP Job Code : HR Use only

Position Overview

As a Customer Experience Representative at WPS, you will play a key role in ensuring every customer interaction is smooth, supportive, and solution focused. You will be the first point of contact for our customers for quotes, orders, returns, and product inquiries with professionalism, empathy, and attention to detail.

You will manage customer orders with accuracy, proactively resolve issues, and provide timely follow-up to meet or exceed service expectations. By maintaining a high first-contact resolution rate, reducing errors, and partnering closely with the Sales Representatives, you will help streamline the end-to-end experience.

Your goal is to create an effortless and satisfying experience that fosters customer confidence, loyalty, and overall business success.

Key Responsibilities :

• Order accuracy & workflow : Receive, enter, verify, and update customer orders; monitor backorders, shipping status changes, and order cancellations.
• Customer support : Respond to inquiries by phone, email, and live chat; research issues; provide product, billing, policy information and follow through to resolution.
• Documentation : Capture complete, clear notes in our systems to ensure visibility and continuity.
• Proactive follow-up : Manage quotes and outreach by following policies.
• Quality & KPIs : Meet or exceed service levels for accuracy, responsiveness, and customer satisfaction.
• Continuous Improvement : Identify recurring issues and suggest process or knowledge-based updates while maintaining open communication.
• Act as the voice of the customer : Gather and relay feedback to internal teams to help improve products, services, and processes.

Core Traits :

Position Requirements :

Physical Requirements :

(The physical demands described here are representative of those requirements that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions).

Hours : This is a non-exempt position from Monday through Friday. Work hours begin and end between 7 : 30am to 4 : 00pm with a half-hour break for lunch and two breaks. This full-time position requires eight hours of work (per day) and occasional paid overtime may be necessary, per business needs.

Travel :

0% Travel is required for this position.

WPS IS AN EQUAL OPPORTUNITY EMPLOYER AA M / F / V / D.

We proudly hire U.S. Military Veterans, and those qualified are encouraged to apply.

Equal Employment Opportunity is The Law. | Pay Transparency Nondiscrimination Provision

At this time, WPS is unable to provide visa sponsorship.

About WPS...

WPS offers the excitement, opportunity, energy, agility, and collaborative spirit of a startup within a stable, family-owned company that has been around (and thriving) for over 68 years. We publish educational and psychological assessments that allow helping professionals to assist in accurately screening, diagnosing, and treating those in need. This is a terrific opportunity to expand your customer service skills and feel good about what you do at work!

We encourage optimism, collaboration, and growth, as well as building relationships that last.