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Customer Service Representative

Sway

Sway

Customer Service
United States
Posted on Friday, June 28, 2024
Company Overview and Job Description Summary:

With over 10+ years of experience in the laser engraving industry, OMTech is a trusted name in the laser engraving community. At OMTech, our passion for laser machines and the engraver community we serve is our source of pride. We are looking for a Customer Service Representative to join our team and share our passion for our machines and the community. Join us to continue building our reputation. This is a unique opportunity to make a lasting impact on a fast-growing company. As a Customer Service Representative, you will be the main point of contact and provide reputation-worthy customer service.

Requirements

Main Responsibilities/Functions:

  • Answer calls and emails in a timely manner to maximize customer satisfaction
  • Learn product line and resolve entry level issues for the customers
  • Manage and monitor daily assignments through the customer service team
  • Identify and resolve customers’ needs, wants, and issues to ensure satisfaction and retention
  • Research every issue and provide solutions to customers
  • Investigate and report claims to shipping carriers, such as UPS, FedEx, USPS
  • Coordinate pickups and returns between customers and shipping agents
  • Enter and process customer orders as needed
  • Monitor delayed shipments
  • Assisting with assigned projects with customer service department

Qualifications:

  • 3 years of customer services experience
  • Work experience in Technology, Machining, or Industrial type companies
  • Strong phone and verbal communication skills
  • Adaptable to different personality types
  • Familiarity with CRM technology
  • Always customer-centric
  • Ability to professionally manage and adapt to customer support incidents
  • Strong organizational and time-management skills
  • Ability to multitask
  • Self-motivated
  • Ability to identify and resolve problems
  • Adapt to constantly changing priorities

Working Conditions and Physical Requirements:

There are prolonged periods of sitting, standing and working at a computer and on the phone with a headset. Traveling may be required.

Job Type: Full-time

Benefits

Pay: $22.00 - $26.00 per hour

Expected hours: 40 per week

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Paid time off

Experience level:

  • 2 years
  • 3 years

Shift:

  • Day shift
  • Morning shift

Weekly day range:

  • Monday to Friday

Work setting:

  • Call center
  • In-person
  • Office

Experience:

  • Customer service: 2 years (Required)
  • Customer relationship management: 3 years (Preferred)

Ability to Commute:

  • Anaheim, CA 92806 (Preferred)

Ability to Relocate:

  • Anaheim, CA 92806: Relocate before starting work (Required)

Work Location: In person