SIB Midco - Customer Service Representative (Agent)

SIB Midco

The Customer Service Representative (CSR) is responsible for providing timely, accurate, and professional support to clients and vendors. This role focuses on handling service requests, maintaining organized records, and ensuring clear communication throughout the request lifecycle.

This is an entry-level position ideal for someone with a strong customer service background who is detail-oriented, dependable, and comfortable managing multiple tasks. The CSR will work within internal systems to track requests, communicate updates, and help ensure successful resolution of issues.

Key Responsibilities: • Receive and respond to client service requests in a timely and professional manner • Communicate clearly with clients and vendors via email, phone, or internal systems • Enter, update, and maintain accurate information in internal systems • Track and document all interactions, ensuring records are complete and up to date • Follow up on open requests to ensure timely resolution and client satisfaction • Coordinate with internal teams and vendors to fulfill service needs • Escalate issues or delays when appropriate • Maintain organization across multiple requests and priorities • Provide consistent, courteous, and solution-oriented customer service • Support team processes and assist with general operational tasks as needed

Required Qualifications

Core Skills: • 1+ year of customer service experience (call center, retail, hospitality, or similar) • Strong communication skills, both written and verbal • High attention to detail and accuracy • Good organizational and time management skills • Ability to handle multiple tasks and shifting priorities • Problem-solving skills with a proactive mindset • Comfortable working independently and as part of a team

Basic Knowledge: • General familiarity with using computers, email, and standard business tools • Ability to learn new systems and processes quickly

Key Performance Indicators (KPIs): • Response and resolution time for service requests • Accuracy of data entry and recordkeeping • Number of requests handled per period • Percentage of requests resolved within expected timeframes • Quality and professionalism of communication

Note: KPIs are subject to change based on business needs and management discretion.

Preferred Qualifications: • Prior experience in a customer-facing or service role • Experience handling high volumes of requests or working in a fast-paced environment • Experience communicating with vendors or coordinating service-related tasks