Customer Service Representative

PRIMARY RESPONSIBILITIES
•    Handle advanced and complex customer inquiries, complaints, and service requests with a high degree of professionalism.
•    Act as a liaison between customers and departments such as Sales, Logistics, and Technical Support to resolve issues promptly.
•    Support key accounts and high-impact customers with personalized service and follow-up.
•    Monitor service workflows and suggest improvements to enhance the customer experience and operational efficiency.
•    Lead by example in meeting customer service standards, KPIs, and SLAs.
•    Maintain detailed documentation in CRM or ERP systems and ensure compliance with company policies.
•    Participate in team meetings, contribute to service initiatives, and collaborate on special projects.

EDUCATION & EXPERIENCE QUALIFICATIONS
•    High school diploma or equivalent required.
•    4–6 years of customer service experience, including at least 1–2 years in a coordination or advanced support role.
•    Proficient in customer service software.
•    Strong written and verbal communication skills.
•    Detail-oriented with strong organizational and problem-solving abilities.
•    Ability to multitask and remain calm under pressure.

JOB REQUIREMENTS
•    Must be able to multi-task in a fast-paced environment.
•    Ability to drive issues to closure and complete tasks in a professional and compliant manner.
•    Attention to detail and commitment to quality.

COMPETITIVE BENEFITS:
•    401(k) Retirement Plan – NOV matches every dollar up to 5% of base pay and overtime for every dollar you invest.
•    Competitive medical plans that are effective your date of hire. Coverage options for just yourself as an eligible employee start at as little as $40 per pay period (bi-weekly), and plans that cover your entire family (yourself, eligible spouse, and eligible children) start at $150.50 per pay period (bi-weekly).
•    Starting in 2026, FREE MDLIVE virtual visits (when enrolled in an NOV medical plan).
•    FREE preventative medical and dental care for the entire family (when enrolled in an NOV medical/dental plan and seeing an in-network physician).
•    FREE Basic Life and AD&D insurance at 2 times your annual salary (for full-time employees).
•    All regular full-time employees start with 3 weeks of paid vacation per year (prorated based on start date). Pre-NOV relevant experience (years of service) may be considered for vacation accruals.
•    All regular full-time employees receive up to 11 paid holidays per year.