Customer Service Representative

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 16,000 team partners who serve 300,000 business customer locations throughout the U.S., Canada, and Europe.

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

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 16,000 team partners who serve 300,000 business customer locations throughout the U.S., Canada, and Europe.

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

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, we’re 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!

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, we’re 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!

870 - NATIONAL SERVICE CENTER (870)
3067 E. Commerce St.
San Antonio