Customer Service Specialist

MCA, your trusted advisor for wireless communications, data, and security, is seeking an experienced Customer Service Specialist in the Rockford, Illinois area to support our fast-growing Voice (MSS) division.

MCA seeks team members who share our values: service, growth, teamwork, and safety. As a Military Friendly Employer, we welcome veterans, with over 250 already on board. Join us and become part of the MCA family, where we prioritize both work and enjoyment. We offer competitive compensation and benefits such as Medical, Dental, Vision, 401K, PTO, Holiday Pay, Education Incentives, and more.

WHAT YOU WILL BE DOING:

• Greeting visitors and customers and handling phone calls and emails as the first point of contact.
• Maintaining accurate customer contact information and building strong relationships with customers and vendors.
• Logging repair requests in the ERP system, verifying warranties, and coordinating internal or third-party repair depots.
• Ensuring timely completion and return of equipment, filing warranty claims, and preparing pricing for billing review.
• Receiving, staging, and tracking products for sales and service teams, shipping orders, and handling equipment returns to vendors within required timeframes.
• Monitoring inventory levels based on sales trends, performing counts, rotating stock, and securing assets.
• Adding and removing equipment in the system and assisting with contract renewals.
• Generating and maintaining reports, including Work-in-Progress (WIP), aging, and open purchase orders.
• Scheduling daily work for field service technicians and coordinating with customers and subcontractors as needed.
• Creating, tracking, and closing service tickets accurately and on time, ensuring all documentation and technician hours are properly recorded.
• Collaborating across departments to communicate daily priorities with service and operations teams.
• Promoting and maintaining a safe, positive, and productive work environment.
• Performing other duties as assigned to support team success.

WHAT YOU WILL BRING TO THE TEAM:

• 2-5 years of experience in customer operations or related fields, such as

• Shipping and Receiving

• Inventory Management

• Depot Repairs

• Purchasing

• Service Coordintion/Dispatch

• Excellent knowledge and experience using Microsoft Office Products, inclusive of Microsoft Word, Microsoft Excel, and Outlook, required.

• Professional communication in both spoken and written forms within all levels of the organization is required.

• Ability to succeed in an often fast-paced environment, establish priorities, work independently, and proceed with objectives without supervision.

• Strong organizational and administrative skills. Detail-oriented.

• Discretion, able to handle confidential and proprietary information appropriately.

• High level of integrity.

• Experience in an office setting preferred

YOUR ENVIRONMENT AND PHYSICAL REQUIREMENTS:

The physical environment requires the employee to work onsite in the Rockford, IL office Monday through Friday, 7:30 am-4:00 pm CT.

While performing the duties of this job, the employee is required to frequently stand, walk, sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear; lift (overhead, waist level) from the floor, bending, frequently utilize near vision use for reading and computer use; occasionally move equipment weighing up to 20 pounds, and frequently position self to maintain computers or other equipment as needed.

TRAVEL REQUIREMENTS:

Travel as necessary to support company and customer needs.

DIRECT REPORTS:

No Direct Reports

WHO WE ARE

Mobile Communications America, Inc. (MCA) provides wireless communication, data, and security solutions that enhance workplace safety, security, and efficiency nationwide. Customers trust us to provide a portfolio of turnkey systems, products, and services - including two-way radio communications, vehicle uplift, security video and access control systems, BDA/DAS, remote monitoring, GPS tracking, SCADA, dispatch, mass notification, and point-to-point wireless networks. Our more than 65,000 customers span industries such as public safety, commercial, manufacturing, education, healthcare, utilities, and government. In addition to being the largest Motorola partner in the U.S., MCA has strategic partnerships with over 1,000 major manufacturers to offer an extensive portfolio of products and technologies.

WHAT WE BELIEVE

We are better together through the MCA Way: living our core values of Service First, Growth, Teamwork, and Safety. We take our work and customers seriously and believe our best work can be fun. A component of our business that embodies the MCA advantage is our "Service First DNA" culture. Service isn't just a motto for MCA; it's an integral part of who we are and goes beyond our customers to our employees, partners, shareholders, and communities.

NOTE: The above statements describe the general nature and level of work performed by the person assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, and physical demands required of personnel so classified. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Mobile Communications America, Inc. is proud to be an Equal Opportunity workplace and is an Affirmative Action employer. We are committed to creating an inclusive environment that celebrates diversity. At MCA, we are "better together."

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