Customer Service Phones Operator

Schweitzer Engineering Laboratories, Inc.; United States; On-site; USD 40,000 - 52,000; Full time

Job summary

Schweitzer Engineering Laboratories, Inc. is seeking a Customer Service professional to deliver high-quality telephone support to customers, suppliers, and colleagues. You will route calls, assist with technical coverage, and create cases in SEL’s systems while documenting feedback for leadership.

The role emphasizes strong communication, writing and documentation skills, and teamwork. A positive, service-oriented mindset aligns with SEL’s customer-centric culture and ESOP-based ownership

Qualifications

• 2+ years of customer service experience.
• Excellent phone etiquette, professionalism, and communication skills.
• Strong writing and documentation skills; good speaking skills.
• Ability to learn new skills and take on new responsibilities.
• Ability to work cooperatively in a team environment.

Responsibilities

• Provide high-quality telephone service to customers, suppliers, and colleagues; route calls per security procedures.
• Assist in finding technical coverage and create cases in SEL’s systems; document customer feedback for leadership.
• Engage in customer support activities including entering sales orders, RMAs, and routing emails.
• Manage customer account information: grant access, change passwords, unlock accounts, update details per security protocols.
• Assist in creating company accounts and converting leads in SEL’s systems.
• Propose process improvements and contribute to ongoing efficiency.

Skills

Customer service

Phone etiquette

Communication skills

Writing & documentation

Team collaboration

Background check compliance

Drug test required

Tools

MS Word

Excel

Email

Web browser usage

Job description

Essential Duties and Responsibilities

• 1. Provide the highest quality telephone service to customers, suppliers, fellow employees, and community members; route calls to requested destination while following security procedures.
• 2. Assist in finding technical coverage and creating cases in SEL’s business systems to provide outstanding service to our customers. Document and share customer feedback with regional leadership.
• 3. Engage in customer support activities including the entry of sales orders, RMAs, and the routing of quotation and support emails.
• 4. Manage and assist customers with account information, including granting access, changing passwords, unlocking accounts, and updating information while following security protocols for accounts on the website.
• 5. Assist in the creation of company accounts and the conversion of customer leads in SEL’s business systems.
• 6. Initiate process improvement suggestions.
• 7. Follow and apply SEL Values, Principles of Operations, and World Class Manufacturing Principles.
• 8. Other duties as assigned (may include office administration and other support duties).
• 9. Understand. Create. Simplify.

Required Qualifications

• 2+ years of experience with organized, friendly customer service
• Excellent phone etiquette, professionalism, and communication skills
• Strong writing, documentation skills, and speaking skills
• Ability to learn new skills and assume new responsibilities
• Ability to work cooperatively in a team environment
• Background check results satisfactory to SEL
• Negative drug test result(s)

Preferred Qualifications

• Word processing skills, including MS Word and Excel
• Computer operation skills, including email and web browser usage
• Ability to compute, record, and proofread data and other informational records with minimal errors

Physical Requirements

None

Competitive pay.

Superior benefits.

Inspiring work.

People are at the core of our company and we hire employee-owners.

We welcome you to learn more about how we support employees.

We’re 100% employee owned.

Retirement benefits include an employer funded stock ownership plan (ESOP) and personal 401(k) options.

We offer top tier medical, prescription, dental, vision, life, and disability insurance.

We recognize the importance of a healthy life balance and offer:

• 10 paid holidays
• annual vacation accrual starting at 12 days
• 9 paid sick days
• paid family and medical leave that covers 90% of your pay

We foster growth and development of our employees through avenues such as STEM courses, apprenticeships, tuition assistance, and engineering development programs.

Ask our team about other benefits including wellness, fertility, adoption, and flexible spending benefits.

Communication with Applicants We communicate with all applicants. If you do not receive a response about your application, please check your SPAM filter or reach out to us at [e-mail].

SEL is an Equal Opportunity Employer: Vets/Disabled.

SEL invents, designs, and builds digital products and systems that protect power grids around the world.

This technology prevents blackouts and enables customers to improve power system reliability and safety at a reduced cost.

A 100 percent employee-owned company headquartered in Pullman, Washington, SEL has manufactured products in the United States since 1984 and now serves customers worldwide.

Our mission is simple: to make electric power safer, more reliable, and more economical.