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CustCare Rep - Digital Web (Chat)

Date: Apr 22, 2021

Location: Atlanta, NV, US

Company: MSC Industrial Supply

Build a better career with MSC. 
Serving customer and community starts with the very best people doing their very best work. That is precisely what we have at MSC Industrial Supply Co., a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services. Watch HERE to find out why you should work at MSC and join us as we continue to build a diverse and inclusive workplace. 

Requisition ID : 7009 

Employment Type : Full Time         

Job Category : Customer Care / Contact Centre                                             

Work Location :  Reno, NV (Whse) 

State or Province : Nevada (US-NV)     

Potential Work Location : United States : Georgia : Atlanta || United States : Indiana : Elkhart || United States : Nevada : Fernley || United States : Pennsylvania : Harrisburg 





The position of Customer Care Support Representative - Digital Web is responsible for the interaction with website support customer requests utilizing a variety of methods such as telephone, email, chat and SMS. These representatives are accountable to driving a seamless experience for our customers that use MSC’s digital solutions.


  • Provides exceptional customer service and effortless experiences in accordance with MSC standards to ensure customer satisfaction, account retention and revenue generation by engaging customers through MSC’s telephony and digital platforms.
  • Possesses strong knowledge of MSC’s website and digital solutions for the support and promotion of internal and external customers with basic technical issues.
  • Utilizes strong sales skills to offer related products, services and digital solutions to increase customer penetration.
  • Troubleshoots and resolves complex customer issues and concerns (including but not limited to billing, credits, returns, payments, sourcing, pricing, availability, product recommendations & account related questions) using the most efficient and cost-effective resources and processes, utilizing common and alternative sources of information.
  • Assists customers through multiple modalities (including but not limited to chat, email, voice and future channels such as SMS and social) to ensure full support of customer service functions and standards.
  • Remains up to date with all website functions and resources to service the customer.
  • Demonstrates a basic understanding of ControlPoint (CMI/VMI/Vending)
  • Identifies initiatives to enhance customer satisfaction and communicates these to appropriate channels for implementation as needed.
  • Provides guidance and support to associates needing assistance with the resolution of customer issues.
  • Promotes company initiatives at a department level in a changing environment.
  • Achieves the goal expectations of the role, including but not limited to quality, sales, quote conversion, upselling & productivity measurements.
  • Drives the MSC Culture in the department and throughout the company to ensure fulfillment of MSC’s vision and unity of purpose.
  • Participation in special projects and performs additional duties as required

To perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, experience level and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.


  • High school diploma or equivalent required.
  • Perform successfully as a Customer Care Omnichannel Representative for a minimum of six months, while consistently meeting or exceeding Quality expectations preferred.


  • Strong customer service skills required.
  • Strong time management skills required.
  • Strong understanding of digital solutions (such as website features)
  • Proficiency in systems used by the Representative, Customer Care – Digital Web role, such as as/400, Oceana and the MSC website required.
  • Strong interpersonal and communication skills; capable of explaining simple procedures in writing and verbally; good phone skills required.
  • Working knowledge and use of Microsoft Office is required. (Outlook, Word, Excel, etc.)
  • Bilingual ability (Spanish or French) desired.
  • General knowledge of the industrial supply industry desired.
  • Demonstrates acceptable proficiency in all MSC’s required competencies:
    • Customer Focus
    • Decision Quality
    • Drives Collaboration
    • Develops Talent
    • Communicates Effectively
    • Instills Trust

Why MSC  
People. Collaboration. Insight. That’s how you build something that works.

Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 75+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions. 

We care about our associates and have programs in place to help our 6,500+ team members achieve their potential. When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, as well as a variety of benefits to support you and your family's health, well-being, and financial future.

If you are inspired to learn, take risks, and succeed as a team, you can build a better career at MSC.

Equal Opportunity Statement 
At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation, gender identity/expression or any category protected by applicable law.