Customer Service Representative

Avalon Test Equipment Avalon Test Equipment Carlsbad, CA Carlsbad, CA Full-time Full-time $24 - $28 an hour $24 - $28 an hour 1 day ago 1 day ago 1 day ago JOB TITLE: Customer Sucess Coordinator EMPLOYER: Avalon Test Equipment Summary: Come join our dynamic team We have a fantastic company culture with a laidback, professional, friendly work environment and plenty of room to grow your career. As a small, family-owned business, we are able to keep our workforce at the center of our attention. Our employees matter to us, and we believe a happy and dedicated workforce will bring true value to our customers. We are an essential business supporting all industries in electronics and technology, giving us the ability to be a stable business always serving high-demand industries. We serve the telecom, semiconductor, automotive, military, and aerospace industries by renting, selling, training, and servicing test and measurement equipment. The Customer Success Coordinator supports calibration, repair, and customer training within an assigned geographic region (excluding key accounts). DUTIES AND Responsibilities: Set up new service accounts/contracts, send DocuSign Forms, work with Credit Department on approved customer payment methods. Create and process SWO's and FIF's and provide updates to and maintains expectations of the customer. Demonstrate understanding of Lab capabilities, levels of calibration, and model-specific calibration info. Understand and practice Avalon policies and core company values. Bill for missing and damaged accessories. Help price and coordinate onsites (quoting, billing, certs, logistics). Responsible for website/Live Chat/email/phone service requests for customers within region (excluding key Accounts). Confirm Avalon Lab capabilities, customer calibration requirements, verify turnaround times and pricing. Ability and willingness to cover for any CS Team Member as needed. Update CS SharePoint page, Calibration Pricing Template, and price matrix in Nav. Collaborate with Account Executives as needed. Assist with key accounts as needed (creating SWO's, certs, outsourcing, onsites). Save and send digital calibration certificates per customer request. Work with Purchasing to outsource calibrations and repairs for customers, keep track of equipment's whereabouts, our shipping costs, markups, etc. Maintain automated service due emails to customers to send items back for calibration. Qualifications: High school diploma, general education degree, or equivalent. Related experience in a customer-facing role is preferred. Strong organizational, problem-solving, and analytical skills. Proficient in Microsoft Dynamics. Ability to manage priorities and workflow. Excellent customer service and interpersonal skills. Good judgement with the ability to make timely and sound decisions. Creative, flexible, and innovative team player. Commitment to excellence and high standards. Excellent written and verbal communication skills. Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm. COMPETENCIES: Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information. Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. Ethics--Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values. Organizational Support--Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity. Judgment--Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions. Planning/Organizing--Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans. Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. Quality--Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality. Dependability--Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitment PHYSICAL DEMANDS AND WORK ENVIRONMENT: Frequently required to stand Frequently required to walk Frequently required to sit Continually required to utilize hand and finger dexterity Continually required to talk or hear Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard Occasionally required to lift/push/carry items up to 25 pounds Occasionally work near moving mechanical parts Occasional exposure to outside weather conditions Occasional loud noise Occasionally very loud noise Please note that this job description provides a general overview of the role and its responsibilities. The specific duties and requirements may be subject to change based on the organization's needs. Avalon Test Equipment is an Equal Employment Opportunity and Affirmative Action Employer. We encourage candidates of all backgrounds and experiences to apply. Job Type: Full-time Pay: $24. 00 - $28. 00 per hour Expected hours: 40 per week Benefits: 401(k) Dental insurance Health insurance Paid time off Vision insurance Shift: 8 hour shift Weekly day range: Monday to Friday Work setting: In-person Ability to commute/relocate: Carlsbad, CA 92010: Reliably commute or planning to relocate before starting work (Required) Education: High school or equivalent (Required) Experience: Customer Service: 2 years (Required) Work Location: In person Set up new service accounts/contracts, send DocuSign Forms, work with Credit Department on approved customer payment methods. Create and process SWO's and FIF's and provide updates to and maintains expectations of the customer. Demonstrate understanding of Lab capabilities, levels of calibration, and model-specific calibration info. Understand and practice Avalon policies and core company values. Bill for missing and damaged accessories. Help price and coordinate onsites (quoting, billing, certs, logistics). Responsible for website/Live Chat/email/phone service requests for customers within region (excluding key Accounts). Confirm Avalon Lab capabilities, customer calibration requirements, verify turnaround times and pricing. Ability and willingness to cover for any CS Team Member as needed. Update CS SharePoint page, Calibration Pricing Template, and price matrix in Nav. Collaborate with Account Executives as needed. Assist with key accounts as needed (creating SWO's, certs, outsourcing, onsites). Save and send digital calibration certificates per customer request. Work with Purchasing to outsource calibrations and repairs for customers, keep track of equipment's whereabouts, our shipping costs, markups, etc. Maintain automated service due emails to customers to send items back for calibration. High school diploma, general education degree, or equivalent. Related experience in a customer-facing role is preferred. Strong organizational, problem-solving, and analytical skills. Proficient in Microsoft Dynamics. Ability to manage priorities and workflow. Excellent customer service and interpersonal skills. Good judgement with the ability to make timely and sound decisions. Creative, flexible, and innovative team player. Commitment to excellence and high standards. Excellent written and verbal communication skills. Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm. Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information. Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. Ethics--Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values. Organizational Support--Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity. Judgment--Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions. Planning/Organizing--Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans. Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. Quality--Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality. Dependability--Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitment Frequently required to stand Frequently required to walk Frequently required to sit Continually required to utilize hand and finger dexterity Continually required to talk or hear Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard Occasionally required to lift/push/carry items up to 25 pounds Occasionally work near moving mechanical parts Occasional exposure to outside weather conditions Occasional loud noise Occasionally very loud noise 401(k) Dental insurance Health insurance Paid time off Vision insurance 8 hour shift Monday to Friday In-person Carlsbad, CA 92010: Reliably commute or planning to relocate before starting work (Required) High school or equivalent (Required) Customer Service: 2 years (Required). Estimated Salary: $20 to $28 per hour based on qualifications.

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