Technical Customer Service Representative

The Technical Customer Service Representative (CSR) will be a primary point of contact for Armorpoxy customers via phone, email, and our online customer relationship management platform (Hubspot). This role demands excellent communication skills, technical aptitude, a positive and patient demeanor, and the ability to shift among tasks and priorities fluidly. They will assist our customer service manager and sales staff with all aspects of customer service.

What this person needs to be successful:

• Customer Focus: Regularly monitors customer satisfaction. Meets internal and external customer needs in ways that provide satisfaction and excellent results for the customer. Establishes "partner" relationships with customers. Regarded as visible and accessible by customers.
• Communications--Oral- Written: Communicates effectively one on one and in small groups. Keeps customers informed with clear, precise, and well-organized e-mails while using appropriate vocabulary, grammar, and word usage.
• Listening: "Tunes in" accurately to the opinions and needs of customers. Understands the impact of one's behavior on others. Empathetic. Patient. Let's others speak and listens actively.
• Organization/Planning: Plans, organizes schedules, and budgets in an efficient and productive manner. Focuses on key priorities. Effectively juggles multiple projects. Pays appropriate attention to detail. Manages personal time well.
• Likeability: Puts people at ease. Warm, sensitive, and compassionate. Builds and maintains trusting relationships with all customers and co-workers.Treats people with respect.
• Conflict Management: Demonstrates a strong understanding of common causes of conflict and takes proactive steps to prevent or reduce their impact. Effectively navigates conflicts when they arise, working toward optimal resolutions for all parties involved.
• Energy and Enthusiasm: Exhibits energy, strong desire to achieve, and an appropriately high dedication level. Exhibits dynamism, charisma, excitement, positive "can-do" attitude.
• Measures of Success:
• Respond to all customer calls and emails within the current business day
• Close out all help tickets in CRM (Hubspot) on a daily basis
• Achieves a significant reduction in time the sales department spends on addressing recurring customer service issues.
• Meets all deadlines as indicated by management
• What the Person Actually Does:
• Customer Support
• Answer customer calls and emails; handle inquiries about product installation, order status, missing items, returns, and technical questions.
• Use ERP (Fishbowl) and CRM (HubSpot) to look up and enter orders, provide tracking, and estimate fulfillment dates and times.
• Assist sales team by creating deals, following up with past or prospective customers, and helping with review management
• Process sample requests, create return labels, generate helpful content (e.g. HubSpot help center articles) for frequently asked questions.
• Handle all walk-in customers in the showroom.
• Maintain showroom cleanliness and maintenance, assist channel partners, and keep all internal communications flowing.
• Serve as backup for the Channel Partner Manager when needed: manage and process channel partner orders, ensure accurate and timely invoicing, communicate fulfillment instructions to warehouse staff, and assist with partner relationship tasks.

Additional Skills / Qualifications:

• Bilingual (Spanish / English) is preferred.
• Strong flexibility & multitasking: able and willing to move between different types of tasks—customer service, technical support, partner support, showroom customer interactions—often within the same day.

Compensation & Benefits:

Competitive hourly pay from $22.00 to $25.00 an hour based on experience

Health, dental, and vision insurance

401(k) with company match

Paid time off (vacation, sick days, and holidays)

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Work Location: In person