Job Description

Customer Service Representative

Location: McDonough, GA

Contract: 6-month term

Work Setup: On-site

Compensation: $15/hr (W2, no benefits)

Schedule: Monday-Friday 8:00 AM - 4:30 PM with 30-min unpaid lunch

**Occasional Saturdays (4 flexible hours, not every weekend)**

Position Overview

The Customer Service Representative at Millennium Lighting handles pre/post-sale customer support, basic installation guidance, and problem resolution through phone, email, and web chat channels. This role requires independent work, strong attention to detail, and excellent organizational skills while collaborating with multiple departments including Warehouse, Product Development, Purchasing, Brand Experience, Marketing, and senior management.

Key Responsibilities

• Provide first-contact resolution for customer inquiries, striving to resolve issues in a single interaction
• Respond to customer emails within 24 hours and web chats within 10 seconds
• Process warranty claims and return merchandise authorizations (RMAs) for orders within 90 days
• Maintain customer satisfaction metrics at or above group average
• Capture inbound sales opportunities when appropriate
• Ensure compliance with company policies and procedures
• Maintain thorough knowledge of Customer Relations manual
• Collaborate effectively with cross-functional teams

Required Qualifications

• Minimum 6 months experience with email correspondence
• Proficiency in Microsoft Word and Excel
• Strong written and verbal communication skills
• Detail-oriented with excellent organizational and time management abilities
• Ability to work independently and adapt to a fast-paced environment
• Professional demeanor and positive attitude

Preferred Qualifications

• 2+ years of customer service experience
• Experience with Cisco Unified Intelligence Center
• Familiarity with Calabrio software
• Proficiency in Microsoft Office 365 Suite, particularly Teams and Outlook

Technical Environment

• Microsoft Office 365 Suite
• Cisco Unified Intelligence Center
• Calabrio
• Web chat platforms
• Email management systems

Success Metrics

• Response time to web chats (under 10 seconds)
• Email response time (within 24 hours)
• Customer satisfaction survey results
• First-contact resolution rate
• Professional interaction with all organizational levels

Interested candidates should demonstrate a commitment to customer service excellence, ability to work independently, and strong problem-solving skills in a dynamic environment.

Job Tags

Contract work, Flexible hours, Weekend work, Saturday, Monday to Friday,

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