Customer Support Representative – 2nd Shift

We are seeking a customer-focused and relationship-driven Customer Support Representative – 2nd Shift to serve as a frontline resource for customers, channel partners, and internal teams. In this role, you will provide advanced product and service support, resolve customer inquiries, manage escalated issues, and help strengthen customer relationships through exceptional service. The ideal candidate enjoys solving problems, building rapport, and identifying opportunities to support customer satisfaction and business growth. If you are a strong communicator with a passion for helping others, apply now!

Work Model: 

• On-Site

What You Will Do:

• Provide detailed product and service information while responding to complex customer inquiries
• Resolve customer concerns, complaints, and escalations in a timely and professional manner
• Serve as a primary point of contact for customers, channel partners, and internal teams
• Process custom and special orders while coordinating with multiple departments to ensure successful fulfillment and delivery
• Build customer relationships through proactive outreach, follow-up activities, and accurate CRM record management
• Create and execute customer engagement and retention plans that strengthen long-term customer loyalty
• Identify customer needs through discovery conversations and recommend appropriate solutions using consultative selling techniques
• Convert customer service interactions into sales opportunities when appropriate
• Maintain compliance with company policies, procedures, and regulatory requirements
• Participate in training and continuously develop product, industry, and technical knowledge

What You Will Need to Be Successful:

• Post-secondary non-tertiary education or an equivalent combination of education and experience
• 1 to 3 years of customer service, customer support, sales support, call center, account management, or related experience preferred
• Ability to work independently and effectively manage customer relationships; verbal and written communication skills with active listening and questioning abilities
• Customer-focused mindset with the ability to build rapport and strengthen relationships
• Advanced problem-solving, conflict-resolution, and customer escalation management skills
• Experience using CRM software and digital communication channels
• Ability to identify customer needs and uncover sales opportunities through consultative conversations
• Professional, organized, and detail-oriented approach and commitment to continuous learning and professional development

Benefits Overview:

• 401k
• Major health insurances  
• Employee Stock Ownership Plan (ESOP)  
• Click here for a complete list of benefits

Interested and qualified candidates can contact Palmer Group at (515) 225-7000 or email resumes@thepalmergroup.com.