The Customer Service Representative provides the best possible customer satisfaction to the organization's customers by addressing and resolving customer inquiries and problems, processing orders, preparing service orders, tracking bids, and resolving billing issues, in accordance with company policies and procedures.

1st shift / Hours: 7:30 a.m. – 4:00 pm Monday-Friday.

Compensation

The anticipated starting pay range for this position is $20.26 to $27.00. The exact rate may be based on a combination of factors including knowledge, experience, skills, abilities, and education.

Applicants must be currently authorized to work in the United States. Due to ITAR and U.S. Government contract requirements, only U.S. citizens, U.S. nationals, and lawful permanent residents (Green Card holders) are eligible for employment. We are unable to sponsor or take over sponsorship of employment visa

Essential Functions

• Answer incoming customer telephone calls.  Establish and maintain positive working relationships with customers by ensuring the best possible customer satisfaction by providing expertise in the analysis of system problems and logging service calls and orders.
• Provide accurate and timely information regarding the status of open orders to customers and technicians.  Coordinate the dispatching of technicians to customer facilities.  Reconcile time sheets to the dispatch log.
• Prepare all assigned reports and correspondence accurately and on time, to include service log, open work orders, maintenance agreements, warranty work, billings, etc.
• Address and resolve customer inquiries, problems and complaints regarding products, services, billing, applications, etc.
• Address and resolve complaints and make recommendations regarding the return of equipment and the issuing of credits to customers to maintain customer goodwill.
• Create and maintain customer files
• Enter all required information into the computerized systems to create and maintain the customer database, ensuring accuracy and timeliness.
• Complete and maintain all required paperwork, records, documents, etc.   

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Reliable attendance is required.
 

Required 

• High School Diploma or equivalent GED
• 3 years related experience

Preferred 

• 1 year certificate from college or technical school
• 6 years related experience

Benefits

· Medical, dental, vision plans which are effective on your hire date.

· Health Care Savings Account (HSA)

· Employee Stock Ownership Program (ESOP)

· Company Paid Long-Term Disability (LTD)

· Paid Parental Leave

· Paid Bereavement Leave

· Paid Time Off

· Paid Holidays

· Employee Assistance Program

Physical Demand Factors

The following physical demand factors should be used as a general guideline for employees listed under this job title.  Specific requirements will vary based on the employee’s individual work responsibilities.
 

Strength Level Rating:  Light work.  Work involves exerting up to 20 pounds of force occasionally, or up to 10 pounds of force frequently, or a negligible amount of force constantly to move objects.

A worker in this job will frequently (from ¹/₃ to ²/₃ of the time):

• Reach by extending hands and arms
• Handle objects by seizing, holding, grasping, turning or otherwise working with hands
• Pick, pinch, or otherwise work primarily with fingers
• Talk by expressing or exchanging communication by means of the spoken work to impart oral information
• Hear by perceiving the nature of sounds by ear
• Have near acuity with clarity of vision at 20 inches or less

The worker will occasionally (up to ¹/₃ of the time):

• Identify and distinguish colors