About hirequest
hirequest is a leading, family‑owned distributor of shipping, industrial, and packaging solutions across North America. With a workforce of more than 9,000 dedicated professionals operating from 13 strategically located facilities, hirequest has built a reputation for reliability, speed, and exceptional customer service. Our growth trajectory continues upward, driven by a commitment to innovation, operational excellence, and a culture that puts people first. As we expand our footprint in the Southeast, we are looking for enthusiastic, service‑focused individuals to join our dynamic team in Buford, GA.
Why This Role Matters
Customer service is the heartbeat of hirequest. Every interaction you have—whether by phone, email, or chat—directly influences the experience our clients receive and reinforces the trust they place in our brand. As a Customer Service Representative, you will become the primary point of contact for order processing, problem resolution, and product expertise, ensuring that each customer’s journey is smooth, efficient, and memorable.
Key Responsibilities
- Process inbound and outbound customer orders using hirequest’s state‑of‑the‑art order‑management platform.
- Respond promptly to inquiries via telephone, email, and live chat, maintaining a professional and courteous tone at all times.
- Guide customers through the hirequest website and online ordering system, helping them locate products, apply discounts, and complete transactions.
- Develop deep product knowledge across our extensive catalog, enabling you to answer questions about specifications, pricing, and shipping options with confidence.
- Collaborate with warehouse, logistics, and sales teams to resolve order discrepancies, expedite shipments, and ensure accurate inventory information.
- Document all customer interactions in the CRM system, capturing essential details for future reference and continuous improvement.
- Identify opportunities for upselling or cross‑selling based on customer needs, contributing to revenue growth while maintaining a customer‑first mindset.
- Participate in regular training sessions, team meetings, and performance reviews to stay current on product updates, industry trends, and best practices.
- Assist in the development of knowledge‑base articles and FAQs that empower customers to self‑serve and reduce repeat inquiries.
- Maintain compliance with hirequest’s drug‑free workplace policy and uphold all company standards for safety and professionalism.
Essential Qualifications
- Education: High school diploma or GED equivalent required; an associate’s or bachelor’s degree is preferred.
- Experience: Prior experience in a customer‑service or call‑center environment is advantageous, though not mandatory—hirequest provides comprehensive training to develop legendary service skills.
- Communication Skills: Excellent verbal and written communication abilities, with a clear, friendly, and articulate speaking style.
- Technical Proficiency: Comfortable navigating web‑based platforms, CRM tools, and basic office software (e.g., Microsoft Office Suite).
- Problem‑Solving: Ability to think quickly, assess situations, and provide effective solutions under pressure.
- Team Orientation: Demonstrated capacity to work collaboratively in a fast‑paced, multi‑disciplinary environment.
- Reliability: Strong attendance record and willingness to work various on‑site shifts, including evenings and weekends as needed.
Preferred Qualifications & Additional Skills
- Experience with e‑commerce platforms or B2B order processing systems.
- Knowledge of shipping logistics, freight terminology, and packaging standards.
- Multilingual abilities, particularly Spanish, to support a diverse customer base.
- Certification in customer‑service excellence (e.g., HDI, CCSP) or related fields.
- Demonstrated ability to meet or exceed performance metrics such as average handle time, first‑call resolution, and customer satisfaction scores.
Core Skills & Competencies
- Active Listening: Fully understand customer concerns before responding.
- Empathy: Show genuine care for customer needs and frustrations.
- Attention to Detail: Accurately capture order information and follow‑up actions.
- Time Management: Prioritize tasks to handle multiple inquiries efficiently.
- Adaptability: Thrive in a dynamic environment where priorities shift rapidly.
- Technology Savvy: Quickly learn new software tools and troubleshoot basic technical issues.
Career Growth & Learning Opportunities
hirequest is committed to nurturing talent from within. As a Customer Service Representative, you will have clear pathways to advance into senior support roles, team lead positions, or specialized functions such as account management, training, and operations analysis. Our robust Tuition Assistance Program covers professional continuing education, enabling you to pursue certifications, associate degrees, or industry‑specific courses that align with your career aspirations.
Regular performance reviews, mentorship programs, and cross‑departmental projects provide exposure to broader business functions, preparing you for future leadership roles. Employees who demonstrate exceptional service, initiative, and a growth mindset often receive accelerated promotions and eligibility for internal mobility across our national network of facilities.
Work Environment & Culture at hirequest
Our Buford, GA location boasts a modern, clean facility designed to foster collaboration and well‑being. Highlights include:
- A spacious, ergonomically designed call‑center floor with state‑of‑the‑art communication tools.
- On‑site fitness center equipped with cardio machines, strength training equipment, and wellness classes.
- Beautifully maintained walking trails that encourage outdoor breaks and mental refreshment.
- Dedicated break rooms stocked with complimentary snacks, beverages, and a relaxed atmosphere for team bonding.
- Regular social events, recognition programs, and community outreach initiatives that reinforce our family‑oriented culture.
We champion diversity, equity, and inclusion, ensuring every employee feels valued and empowered to contribute their unique perspectives. hirequest’s drug‑free workplace policy underscores our commitment to safety and professionalism.
Compensation, Perks, & Benefits
We offer a competitive hourly wage ranging from $25 to $27 per hour, with clear pathways for performance‑based raises and bonuses. In addition to a robust base salary, you will enjoy:
- Comprehensive health, dental, and vision insurance coverage starting on day one.
- 401(k) retirement plan with a 6% employer match, effective immediately.
- Multiple bonus programs that reward individual excellence and team achievements.
- Paid holidays, generous paid time off, and additional vacation accrual based on tenure.
- Tuition Assistance Program covering a wide range of professional development courses.
- Employee discounts on hirequest products and services.
- Access to the on‑site fitness center, walking trails, and wellness resources.
- Opportunities for internal transfers to other hirequest locations nationwide.
How to Apply
If you are ready to become a pivotal part of hirequest’s customer‑centric mission and thrive in a supportive, growth‑focused environment, we encourage you to submit your application today. Join a team where your dedication is recognized, your development is prioritized, and your impact is felt by thousands of businesses across the continent.
Take the next step in your career—apply now and start delivering legendary service with hirequest!
Apply for this job