Customer Service Representative

Required Qualifications (Must-Haves)

• Minimum 2 years of direct experience in a high-volume Call Center or Omnichannel environment handling inbound calls and email queues using 3-4 screens.

• Demonstrated experience working under strict call center KPIs specifically CSAT/QA scores Average Handle Time (AHT) First-Call Resolution (FCR) and Schedule Adherence.

• Demonstrable record of excellent attendance and punctuality.

• Hands-on experience using online knowledge bases company wikis digital training tools and search resources to resolve inquiries independently.

• Proven ability to manage varied customer personalities de-escalate tough situations and maintain composure under pressure.

• Minimum keyboard typing speed of 45 WPM with high accuracy; strong proficiency in MS Office (Outlook Word Excel) and tech savvy.

• High School Diploma or GED equivalent.

About Us

At UniFirst were a global leader in uniform rental and facility service solutions for businesses across industries - from manufacturing and food processing to healthcare and hospitality. With a reputation for superior service and long-term customer partnerships every uniform product and service we offer comes with integrity commitment and hard work. Come join a team that always delivers!

Location: Onsite Monday-Friday 3067 East Commerce Street San Antonio TX 78220

Employment Type & Benefits: Full-time Competitive Hourly Pay Great Work-Life Balance Performance Incentives after 90 days

Start Date: November 9th 2026

Job Overview

UniFirst is seeking a high-energy detail-oriented and experienced Customer Service Representative to join our onsite team in San Antonio. This position handles high-volume omnichannel inbound customer interactions (50-60 calls daily plus emails) across 8 internal systems simultaneously.

Candidates are expected to come in with proven call center experience navigating complex customer personalities excellent attendance/adherence multitasking skills managing escalations and working in standardized metrics-driven environments.

Key Responsibilities

• Manage high-volume back-to-back inbound omnichannel customer interactions (calls and emails) from business accounts and individual customers.

• Navigate seamlessly across 8 distinct internal software systems and multiple screens in real time while actively listening and typing.

• Process complex transactional requests including refunds replacements invoices and inventory/item adjustments.

• Leverage internal knowledge bases company training resources and standard operating procedures (SOPs) to resolve customer inquiries quickly and accurately on first contact.

• Handle tier-1 escalations and navigate difficult customer personalities with empathy professionalism and quick problem-solving.

• Document customer interactions open/track service tickets and communicate with internal teams (field Sales and Service reps).

• Meet and exceed key performance indicators (KPIs) regarding Customer Satisfaction (CSAT) Average Handle Time (AHT) First-Call Resolution (FCR) Quality Assurance (QA) and Schedule Adherence.

Schedule & Training

• Training: 3 weeks of classroom training 1 week of nesting (Schedule: 8:00 AM 5:00 PM).

• Operational Shifts: Shifts vary and are subject to change between 7:00 AM and 5:30 PM CST.

Benefits & Perks

• 401K with Company Match Profit Sharing Health Insurance Employee Assistance Program Life Insurance Paid Time Off Tuition Reimbursement 30% Employee Discount Employee Referral Bonuses.

• UniFirst is an international leader in garment & Uniform services industry. We currently employ over 16000 team partners who serve 300000 business customer locations throughout the U.S. Canada and Europe.

• We were included in the top 10 of Selling Power magazines Best Companies to Sell For list and recognized on Forbes magazines Platinum 400 Best Big Companies list. As an 80-year old company focused on annual growth theres never been a better time to join our team.