Customer Service Representative

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