Customer Service Representative

Job Description

 

Staff members of the Robotics Education & Competition (REC) Foundation have energy and passion for the mission and vision of the REC Foundation. This position is primarily responsible for serving as the frontline customer service support for the accounting department.

 

 

 

 

Responsibilities

  • Serve as the primary point of contact for internal and external customers, delivering exceptional customer service via phone and email

  • Manage a high volume of inbound communications—including  calls, emails, and letters—focused on assisting customers with inquiries, discrepancies, purchase orders, and payment-related questions

  • Accurately document customer interactions, transactions, and feedback to maintain clear records

  • Process timely and accurate payments over the phone and apply purchase orders and payments to open invoices

  • Apply purchase orders and payments to open invoices; process payments.

  • Research and resolve outstanding payment issues by coordinating with customers and internal teams

  • Assess customer needs by clarifying concerns, determining the appropriate course of action, assisting with the resolution, and following up as needed

  • Collaborate with accounting and other internal departments to address customer needs and continuously improve service quality and processes

  • Provide feedback on recurring issues and suggest actionable improvements to workflows, products, or policies

  • Prepare and maintain reports and documentation using word processing, spreadsheet, database, and other tools

  • Maintain accurate and organized filing systems for company records, both physical and digital

  • Organize and maintain company records, both physical and digital, while ensuring confidentiality of sensitive customer and company information

 

 

 

 

Other Responsibilities

  • Understand, uphold, and implement organizational policies and standards, including but not limited to: Student-Centered Policy, Code of Conduct, Youth Protection Policy, Commitment to Event Excellence, and the Employee Handbook

  • Deliver exceptional customer service to REC Foundation customers, internally and externally

  • Uphold organization policies and standards, including but not limited to policies found in the Employee Handbook

  • Ensure and maintain an ethical, trusting, inclusive, and productive work environment

  • Provide continual feedback to help maintain program integrity

  • Perform other duties as assigned

 

 

 

Additional Information

  • Job Type Information: Full Time | Hourly | Non-Exempt

  • Primary Location: Greenville, TX Office

  • Schedule: The standard schedule for this role is 8:30 AM to 5:00 PM, Monday through Friday; however, please note that hours may vary during the training period and from time to time as needed.

 

 

 

 

Requirements

  • High school diploma or equivalent

  • 3+ years of customer service experience, preferably in a phone-based or payment-processing role

  • Excellent written and verbal communication skills; English fluency required

  • Strong phone presence with active listening skills and the ability to build rapport

  • Proven ability to provide outstanding customer service and resolve issues effectively

  • Proactive problem-solving skills with a resourceful, solutions-focused mindset

  • Comfortable navigating multiple systems while assisting customers

  • Proficient in Google Workspace and Microsoft Office products

  • Strong general computer skills and ability to learn new software quickly

  • Ability to multitask, prioritize, and manage time effectively in a fast-paced environment

  • Highly organized, dependable, and punctual

  • Works well both independently and as part of a team

  • Able to collaborate effectively with team members across all levels and departments, internally and externally

  • Adaptable to changing procedures, customer needs, and business priorities

  • Maintains security and confidentiality of sensitive information

  • Resourcefulness and willingness to go the extra mile to assist customers

 

 

 

 

Travel Requirements

  • Attendance at the annual VEX Robotics World Championship for the full duration

    • Duration: Typically 10-12 days, depending on the event configuration and your specifically assigned duties

    • Timeframe: April/May (dates vary)

    • Location: 2025 - St. Louis, Missouri; Future Dates - TBD (the location typically changes every 4 years)

 

 

 

 

Full Time Benefits

  • Health Insurance: Benefit from comprehensive health coverage, including medical, dental, and vision insurance. We  contribute to a portion of the insurance premiums, ensuring affordable access to healthcare services

  • Life Insurance: We provide life insurance coverage in the amount of each employee’s salary, offering peace of mind and support during difficult times.

  • Paid Time Off: Earn up to 15 days of paid vacation time over the course of the year to relax, travel, and recharge. Additionally, you’ll receive 5 days of paid sick time annually to prioritize the health of you and your family. Please note, paid vacation increases after every three years of tenure.

  • Paid Holidays: Celebrate and spend quality time with loved ones with paid holidays throughout the year. This includes an extended Winter Break.

  • Paid Volunteer Days: We support your efforts to give back by offering 3 paid volunteer days annually.

  • 401(k) Retirement Plan: Take advantage of our 401(k) retirement plan, designed to support your long-term financial goals. Upon eligibility, you can benefit from up to a 4% match, helping you save effectively for the future.

 

 

 

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