Customer Service Representative

ABOUT THE REPUBLIC OF TEA

Since 1992 our mission has been to see premium exquisite teas steaming in the cups of individuals everywhere, and to emphasize a Sip by Sip Rather Than Gulp by Gulp lifestyle. The Republic of Tea offers more than 300 premium teas, herbs, bottled iced teas and nature-inspired sip ware. A socially and environmentally responsible organization, The Republic of Tea is a family-owned business dedicated to sharing our prosperity by developing products to support worthy philanthropic organizations as well as provide learning and growth opportunities for our Employees internally, whom we refer to as Ministers. Join our TEAm and enjoy a collaborative work environment, opportunities to grow your professional network, and become part of the tea revolution! 

POSITION SUMMARY:

The Customer Service Representative is an entry-level position responsible for providing exceptional customer support via phone, email, chat, and other channels. Duties include order entry, addressing routine inquiries, and assisting with basic account management. This role requires a keen eye for detail, strong communication skills, and a proactive attitude in a fast-paced environment.

ESSENTIAL RESPONSIBILITIES:

• Handle incoming customer inquiries via multiple channels


• Accurate order entry through phone, email, fax, and online portals


• Assist in managing customer accounts and ensuring accurate database records


• Resolve common customer concerns using provided guidelines


• Escalate complex issues to senior team members or supervisors


• Backup switchboard as needed


• Meet or exceed daily productivity and quality goals

EDUCATION AND EXPERIENCE

• High School diploma or equivalent


• 1+ years of customer service experience


• Excellent written and verbal communication skills


• Proficient in Microsoft Office and Outlook


• Basic understanding of ERP systems and order fulfillment processes

CORE COMPETENCIES

• Customer Focus – Demonstrates a sincere commitment to providing outstanding service to Citizens (customers) by listening actively, responding with empathy, and ensuring needs are met.


• Communication – Communicates clearly and professionally in both verbal and written formats; adapts tone and message for the audience.


• Attention to Detail – Performs work with a high degree of accuracy, particularly when handling orders, customer information, and data entry.


• Teamwork – Contributes positively to the TEAm environment by cooperating with colleagues, supporting others, and valuing diverse perspectives.


• Time Management – Effectively prioritizes daily responsibilities to meet productivity goals and customer response time expectations.


• Adaptability – Maintains flexibility in changing situations, including high volumes or shifting priorities, while continuing to deliver quality service.

The Republic of Tea is an Equal Opportunity Employer.