Technical Customer Service Representative

Job description:

About ShopSmith

At ShopSmith, we pride ourselves on precision, quality, and a deep commitment to our craft. We aren’t just selling products; we are providing solutions. We are looking for a dedicated Customer Service Representative who is eager to dive into our industry, master our technical offerings, and provide a seamless experience for every client.

The Role

As the face (and voice) of ShopSmith, you will be responsible for more than just "answering phones and email." You will be a problem-solver and a technical guide. You’ll handle everything from high-accuracy data entry to explaining complex product specifications to our customers.

Key Responsibilities

• Technical Communication: Respond to customer inquiries via phone, chat and email, translating complex technical information into clear, easy-to-understand guidance.
• Order Management: Utilize our internal software to provide real-time updates on order status, shipping timelines, and inventory levels.
• Precision Data Entry: Ensure all customer orders are entered into the system with 100% accuracy to maintain our high standards of fulfillment.
• Industry Expertise: Actively learn the nuances of our industry to better anticipate customer needs and provide proactive support.
• Conflict Resolution: Handle sensitive customer issues with empathy, patience, and a "solution-first" mindset.

What We’re Looking For

• Articulate Communicators: You have a "knack" for explaining how things work, whether you’re speaking or typing.
• Detail-Oriented Professionals: You’re the type of person who double-checks every SKU and shipping address because you know the small things matter.
• Tech-Savvy Learners: You are comfortable navigating multi-tab software environments and are quick to pick up new digital tools.
• Adaptable & Curious: You have a genuine desire to understand the "why" behind our products and the industry at large.
• Emotional Intelligence: You can read between the lines of a customer’s frustration and turn a negative experience into a loyal partnership.

Qualifications

• 3 or more years of experience in customer service or a technical support role.
• Proven ability to manage high-volume data entry with minimal errors.
• Strong proficiency in CRM, ERP, or Microsoft suite.
• High school diploma required; Associate’s or Bachelor’s degree preferred.

Why Join ShopSmith?

We offer a collaborative environment where your voice is heard and your growth is supported. If you’re looking for a place where you can build a career and become a subject matter expert, ShopSmith is the place for you.

Skills

• Multilingual abilities with proficiency in English; bilingual skills are highly desirable but not required for serving diverse clients
• Strong sales aptitude combined with excellent customer support capabilities
• Experience in call center environments or outbound calling preferred
• Exceptional communication skills, both verbal and written, with a focus on clarity and active listening
• Ability to handle multiple tasks simultaneously, including data entry, analysis, and cash handling when necessary
• Knowledge of customer service best practices, including phone etiquette and conflict resolution techniques

Embark on a rewarding career where your enthusiasm makes a difference! We’re committed to supporting your growth as you help us deliver memorable client experiences every day.

Work Location: In person