Customer Service Representative
Cbsedge, Lexington, KY, United States
Customer Service Representative
About Us:
Central Business Systems, Inc. is one of the fastest-growing office equipment and technology companies in the region. We have been in business for over 80 years in Kentucky, Indiana, and West Virginia.
Job Description: The Customer Service Representative (CSR) is a front-line, customer-facing role responsible for delivering exceptional service to our clients through phone, email, and internal systems. This position serves as a key communication hub—handling incoming customer requests, supporting billing and accounts receivable (AR) processes, assisting with quoting, and ensuring issues are routed and resolved efficiently.
The ideal candidate is highly organized, detail-oriented, comfortable working across departments, and thrives in a fast-paced environment. Prior customer service experience is required, and experience with billing and/or AR is strongly preferred. Experience in Managed IT Services, copier/printer, or mailing systems environments is a plus.
Key Responsibilities Customer Support & Communication
Answer incoming phone calls and emails in a professional, friendly, and timely manner
Serve as the primary point of contact for customer inquiries, requests, and issues
Accurately document customer interactions and requests in internal systems
Route requests to the appropriate department while maintaining ownership of communication and follow-up
Proactively communicate status updates to customers to ensure a positive experience
Billing & Accounts Receivable Support
Assist with invoicing, billing questions, and account inquiries
Support accounts receivable activities, including payment follow-up and basic reconciliation
Work closely with the finance team to resolve discrepancies and ensure accurate records
Maintain professionalism and tact when discussing billing or payment matters with customers
Quoting & Administrative Support
Assist with preparing customer quotes for services, equipment, and supplies
Coordinate with sales, service, and technical teams to gather required information for quotes
Ensure pricing, quantities, and details are accurate before delivery to customers
Support general administrative and operational tasks as needed
Technology & Process Improvement
Use Microsoft Excel and Microsoft 365 applications daily to track, organize, and report information
Learn and adapt quickly to new systems, tools, and workflows
Embrace technology improvements and automation, including AI-driven tools and processes
Identify opportunities to improve customer experience and internal efficiency
Requirements Required Qualifications
2+ years of customer service experience (phone and email support required)
Strong verbal and written communication skills
High proficiency in Microsoft Excel and Microsoft 365 applications
Excellent organizational skills and attention to detail
Ability to manage multiple tasks and priorities in a fast-paced environment
Professional, customer-first mindset
Preferred Qualifications
Experience with billing and/or accounts receivable (AR)
Experience in Managed IT Services, copiers/printers, or mailing systems
Familiarity with ERP, PSA, or CRM systems (e.g., E-Automate, ConnectWise, or similar)
Experience supporting quoting or sales administration functions
Comfort working cross-functionally with operations, finance, sales, and technical teams
Core Competencies
Customer-focused and service-oriented
Detail-driven with strong follow-through
Adaptable and open to change
Comfortable learning and using new technologies, including AI-enabled tools
Team-oriented with a collaborative mindset
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Job Description: The Customer Service Representative (CSR) is a front-line, customer-facing role responsible for delivering exceptional service to our clients through phone, email, and internal systems. This position serves as a key communication hub—handling incoming customer requests, supporting billing and accounts receivable (AR) processes, assisting with quoting, and ensuring issues are routed and resolved efficiently.
The ideal candidate is highly organized, detail-oriented, comfortable working across departments, and thrives in a fast-paced environment. Prior customer service experience is required, and experience with billing and/or AR is strongly preferred. Experience in Managed IT Services, copier/printer, or mailing systems environments is a plus.
Key Responsibilities Customer Support & Communication
Answer incoming phone calls and emails in a professional, friendly, and timely manner
Serve as the primary point of contact for customer inquiries, requests, and issues
Accurately document customer interactions and requests in internal systems
Route requests to the appropriate department while maintaining ownership of communication and follow-up
Proactively communicate status updates to customers to ensure a positive experience
Billing & Accounts Receivable Support
Assist with invoicing, billing questions, and account inquiries
Support accounts receivable activities, including payment follow-up and basic reconciliation
Work closely with the finance team to resolve discrepancies and ensure accurate records
Maintain professionalism and tact when discussing billing or payment matters with customers
Quoting & Administrative Support
Assist with preparing customer quotes for services, equipment, and supplies
Coordinate with sales, service, and technical teams to gather required information for quotes
Ensure pricing, quantities, and details are accurate before delivery to customers
Support general administrative and operational tasks as needed
Technology & Process Improvement
Use Microsoft Excel and Microsoft 365 applications daily to track, organize, and report information
Learn and adapt quickly to new systems, tools, and workflows
Embrace technology improvements and automation, including AI-driven tools and processes
Identify opportunities to improve customer experience and internal efficiency
Requirements Required Qualifications
2+ years of customer service experience (phone and email support required)
Strong verbal and written communication skills
High proficiency in Microsoft Excel and Microsoft 365 applications
Excellent organizational skills and attention to detail
Ability to manage multiple tasks and priorities in a fast-paced environment
Professional, customer-first mindset
Preferred Qualifications
Experience with billing and/or accounts receivable (AR)
Experience in Managed IT Services, copiers/printers, or mailing systems
Familiarity with ERP, PSA, or CRM systems (e.g., E-Automate, ConnectWise, or similar)
Experience supporting quoting or sales administration functions
Comfort working cross-functionally with operations, finance, sales, and technical teams
Core Competencies
Customer-focused and service-oriented
Detail-driven with strong follow-through
Adaptable and open to change
Comfortable learning and using new technologies, including AI-enabled tools
Team-oriented with a collaborative mindset
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