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Customer Service Representative

Training Specialist

Position Type: Full Time

Location: Falls Church, VA

Position Summary

A detail-oriented individual, responsible for the communication with and day-to-day maintenance of CHEMTREC accounts and their representatives. This includes processing and maintaining account, contact and SDS information for new and existing customers.  Along with customer account related tasks, the Customer Care Representative will also handle phone calls and chat communications into the CHEMTREC call centers processing customer requests. This position reports directly to the Customer Service Manager.

Major Duties and Responsibilities

  • Answering incoming telephone calls and chat communications, assessing the customer’s needs and responding to inquiries by providing requested/applicable information.  Record all information in CHEMTREC’s Customer Relationship Management (CRM) application.
  • Assist customers by delivering on the suite of non-emergency products and services offered by CHEMTREC.
  • Provide customer support during the sign up process, to include, general account information, SDS submission process, and payment status.
  • Maintaining and updating customer account information through customer communications, both through incoming requests and proactive communications out to CHEMTREC’s existing customer base.
  • Utilize SharePoint along with other related technologies and custom programs to manage the SDS provided to CHEMTREC by customers.
  • Building and maintaining effective working relationships with appropriate internal staff and external contacts including, but not limited to customers, vendors, business partners, prospects, emergency response community, and agencies.
  • Assist with daily office administration duties, including working with vendors to schedule office supply ordering and office maintenance issues.
  • Performing other duties as assigned.



  • Bachelor’s degree in a relevant field or two years progressive work experience.
  • Ability to manage and prioritize multiple projects and tasks, with minimal supervision, exercising sound judgment.
  • Demonstrated ability to work independently on a variety of complex matters simultaneously while also working in a team environment.
  • Strong written and oral communication skills as well the ability to listen and communicate with both technical and non-technical customers effectively and provide appropriate solutions.
  • Working knowledge of Microsoft Office including Outlook, Word, Excel, and PowerPoint.
  • Ability to work flexible hours, (e.g., 6:00 am – 2:30 pm, 8:30 am – 5 pm, 12 pm – 8:30 pm, etc.) as well as a rotating schedule and non-core business hours and weekends.


  • Experience with MS Dynamics CRM and MS SharePoint. 

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