Customer Service Representative

Customer Service Representative
Xotic PC – Lincoln, NE

Xotic PC builds premium custom gaming computers by hand, right here in Lincoln, Nebraska. Every machine ships with a Lifetime Parts and Labor Warranty, which means our customers trust us long after the sale - and this role is how we keep that trust. If you like variety, enjoy helping people solve problems, and can stay organized when multiple conversations are happening at once, this is a great fit.

What you'll do

- Answer inbound phone calls from customers (about 30% of your day)
- Respond to customer emails through our ticketing system (about 25% of your day)
- Handle live chat conversations in real time (about 25% of your day)
- Submit order changes and cancellations accurately on behalf of customers (about 12% of your day)
- Follow up with customers through our CRM based on open requests (about 8% of your day)

You will work a mix of independent tasks and team collaboration. A supervisor is available and you won't be left to figure things out alone, especially while you're getting started. Most people are handling phone, email, and chat comfortably on their own within about a month. November and December are our busiest months, so we ask everyone to be available and fully present during that stretch.

Tools we use: FreshDesk, Fresh Chat, Zoho CRM, Zoom Phone System, Gmail, and Google Sheets or Docs. We will train you on any of these you haven't used before.

What we're looking for

- Comfortable communicating clearly in writing and by phone
- Able to manage several open conversations or tasks at the same time without losing track of details
- A fast, accurate typist - a significant part of this job is written communication
- Careful about the small stuff - order details, customer names, request specifics all matter
- Reliable and available during the November–December busy season

Plus if you have it (not required, we can train)
- Previous experience in a customer service, call center, or help desk role
- Familiarity with any ticketing or CRM software
- Interest in PC gaming or consumer electronics

Schedule and location

This position is based in Lincoln, NE. Schedule details will be shared during the interview process.

Pay

$16.50-$19.00 per hour

Benefits

- 401K
- Health insurance
- Dental insurance
- Loss of job insurance
- Unlimited vacation
- Sick time
- Employee discounts
- Family environment

Xotic PC is a small, hands-on team and we want people who plan to grow with us. If you take pride in giving customers a genuinely helpful experience, we'd like to hear from you.

Xotic PC is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, or any other characteristic protected by law.