Customer Service Representative

Job Title: Customer Service Representative
Department: Customer Support Department
Reports to: Jay Lin, Business Owner
FLSA Status: Non-Exempt
Prepared By: HR Department
Approved By: Rex Wang, HR Director 
Approved Date: 3/18/2026
Geographic Location of this position: Flushing/ Brooklyn NY

Summary

The Customer Service Representative (CSR) acts as the primary point of contact for customers, addressing inquiries, resolving issues, and providing product or service information. This role requires managing customer interactions across various channels, ensuring a high level of satisfaction, and supporting the company’s overall service objectives. The ideal candidate will have excellent communication skills, problem-solving abilities, and collaboration to deliver efficient service and enhance customer experiences.

Responsibilities

The Customer Service Representative will be responsible for:

• Providing excellent service by addressing customer inquiries, resolving issues, and offering detailed information about products and services.
• Managing customer interactions across multiple channels (phone, email, chat) while ensuring accurate and timely responses.
• Proactively identifying customer needs and providing tailored solutions to ensure a positive experience.
• Assisting with troubleshooting and escalating complex issues to the appropriate teams when necessary.
• Maintaining accurate records of customer interactions and feedback for continuous service improvement.
• Supporting sales and marketing teams by gathering customer insights and generating leads from inquiries.
• Ensuring consistent communication and follow-up to maintain long-term customer relationships.
• Monitoring and responding to inquiries on relevant platforms such as social media or live chat.

Essential Duties

• Serve as the primary point of contact for customers, providing a positive and efficient experience.
• Respond to inquiries promptly via phone, email, or chat, offering accurate product and service information.
• Resolve customer issues and complaints, ensuring satisfaction or escalating as needed.
• Process orders, payments, refunds, and exchanges accurately and efficiently.
• Maintain up-to-date customer records and provide basic technical support when necessary.
• Upsell and cross-sell relevant products or services to meet customer needs and enhance satisfaction.
• Adhere to company policies while consistently meeting performance targets and service metrics.

Non-Essential Duties

• Assisting with administrative tasks, filing, and organizing paperwork.
• Participating in meetings, training, and conducting customer satisfaction surveys.
• Supporting marketing efforts and forwarding feedback to other departments.
• Preparing reports and managing office supplies or inventory.
• Assisting with special projects, events, or product/service launches.

Supervisory Responsibilities

• While this role does not involve direct supervision of staff, the Customer Service Representative ensures the organization’s customer service operations run smoothly and effectively. Employers typically expect a Customer Service Manager to fulfill a variety of responsibilities that drive customer satisfaction, team performance, and organizational efficiency.

Required Skills & Qualifications

• Education and Experience
  • High school diploma or equivalent required; additional education or certifications in business or communication preferred.

• Technical and Computer Skills
  • Proficiency in CRM systems and software for customer interactions and data.
  • Familiarity with communication software and live chat systems.
  • Experience with helpdesk or ticketing software is a plus.
• Language Skills
  • Strong verbal and written communication skills in English and Mandarin.

Preferred Skills & Qualifications

• Previous experience in a customer-facing role, particularly in customer service, retail, or call centers.
• Strong critical thinking skills to identify issues and provide effective solutions promptly.
• Ability to manage multiple customer inquiries and tasks simultaneously without compromising service quality.
• Familiarity with handling customer complaints and de-escalating difficult situations.

Recruiters’ Contact Information

If you have any questions about this position or would like to apply, please contact:

• [Recruiter's Name]: Tiffany & Kate
• [Recruiter's Job Title]: Recruiter & HR Manager
• [Phone Number]: +1 866-924-3714 Ext: 203 & Ext 202
• [Email Address]: hr@nymib.com
• [Company Name]: Maximus Insurance Brokerage