Customer Service Sales Rep

Title : Customer Service Sales Representative

Location : Plano, TX

Shift : 8 : 00 AM 5 : 00 PM (Monday Friday)

Job Description

The Sales Accounting Frontline Customer Service Representative is responsible for providing exceptional customer service to Route Sales Representatives, District Sales Leaders, and Zone Business Managers by resolving sales settlement balance issues and commission exceptions.

This role involves managing a high volume of inbound and outbound calls, performing research to resolve caller-initiated issues, and identifying training opportunities to improve overall service quality. Additionally, the CSR serves as a coach and mentor to other team members due to expertise in specific operational areas (Queues).

Key Responsibilities

Exhibit strong leadership and become a Subject Matter Expert (SME) within all queues.

Manage challenging or complex caller situations; analyze issues and determine appropriate actions.

Alert senior coordinators and cross-functional teams to repetitive or large-scale issues.

Coach and mentor other representatives to ensure accurate, high-quality responses and consistent service excellence.

Follow up on multiple unresolved issues promptly while maintaining key performance metrics (KPIs).

Qualifications / Requirements

Previous experience in a Call Center, Sales Settlement Resolution, or Client / Field Sales role.

Strong communication, writing, and organizational skills.

Excellent customer service skills, including empathy, listening, objectivity, and follow-through.

Proven ability to handle confidential information.

Strong technical / computer skills, including Excel, PowerPoint, and Word.

Ability to prioritize and manage multiple tasks in a fast-paced environment.

Adaptable and flexible to changing customer and business needs.

Reliable, positive, and team-oriented, with a consistent record of good attendance.

Ability to demonstrate and train others on processes and best practices.

Commitment to continuous learning and skill development.