Customer Service Rep

Manufacturing Inc; Springfield (MA); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive Compensation

Comprehensive Benefits

Structured Professional Development

Job summary

A leading manufacturing company in Springfield is seeking a Customer Support Specialist. You will provide exceptional service to both government and commercial clients, managing inquiries, resolving issues, and ensuring compliance. Ideal candidates will have strong customer service experience, excellent communication skills, and the ability to work within structured workflows. You’ll also benefit from a clear onboarding process and comprehensive benefits. Join us if you're passionate about delivering high-quality service.

Qualifications

• Proven customer service experience is highly desirable.
• Exceptional verbal and written communication skills with empathy.
• Attention to detail in data entry and order processing.
• Exceptional verbal and written communication with empathy and de-escalation.
• Attention to detail, especially in data entry and order processing.
• Work in a structured, compliant environment with government vs commercial workflows.
• Proactive problem-solving and ability to handle low-complexity tickets after training.

Responsibilities

• Deliver exceptional support across various sectors.
• Navigate secure and compliant workflows in the Government sector.
• Resolve common customer issues independently and process orders accurately.
• Resolve routine issues independently with accurate data entry.
• Escalate complex cases following procedures and collaborate with internal teams.
• Represent the company professionally and uphold service standards.
• Monitor and strive toward KPIs like CSAT, resolution accuracy, and data security.

Skills

Customer service experience

Technical proficiency

Verbal and written communication skills

Attention to detail

Problem-solving skills

Problem solving

Ticket handling

Tools

Syteline

RingCentral

Teams

CRM

IT ticketing systems

Job description

Springfield, Massachusetts, United States

We are seeking a highly motivated and detail-oriented Customer Support Specialist to deliver exceptional service to our diverse customer base. In this role, you will be the frontline representative of our company, responsible for managing inquiries, resolving issues, processing orders, and ensuring compliance within secure workflows. The ideal candidate will be a proactive problem-solver with excellent communication skills, dedicated to service excellence and adherence to internal and regulatory standards.

What's In It For You?

You will join a dynamic team and play an instrumental role in maintaining high customer satisfaction and loyalty across vital sectors. We are committed to your growth and will provide a structured, multi-phase onboarding and training program to equip you with the specialized product knowledge and sector-specific compliance expertise you need to succeed.

• Competitive Compensation: Your pay will be offered based on several factors, including your education, work experience, work location, specific job duties, and certifications.
• Comprehensive Benefits: We offer robust benefits, including health coverage and an incentive recognition bonus (all benefits are based on eligibility).
• Structured Professional Development: Benefit from a clear, 12-week onboarding process designed to transition you into an independent, high-performing specialist.

Responsibilities Include:

• Deliver exceptional support across government and commercial sectors via phone, ticketing, chat, and email channels.
• Navigate secure and compliant workflows, primarily in the Government sector, ensuring all interactions and data handling meet strict security and regulatory requirements.
• Utilize various systems effectively, including Syteline, RingCentral, Teams, CRM, and IT ticketing systems, for communication, data entry, and order processing.
• Resolve common customer issues independently and process orders accurately, paying close attention to detail in data entry.
• Escalate complex cases appropriately following established procedures and collaborating with internal teams for resolution.
• Represent the company with professionalism and uphold the highest service standards.
• Track and work towards meeting key Performance KPIs including Customer Satisfaction (CSAT), resolution accuracy and timeliness, secure data handling compliance, and quality of calls/Purchase Orders.

Skills/Qualifications

• Proven customer service experience is highly desirable.
• Strong ability to learn and effectively use technical systems and tools (e.g., CRM, IT ticketing, etc.).
• Exceptional verbal and written communication skills with a focus on empathy and de-escalation.
• Demonstrated attention to detail, particularly with data entry and order processing.
• Ability to work within a structured, compliant environment and understand the difference between commercial and government workflows.
• Proactive problem-solving skills and the ability to handle low-complexity tickets with minimal supervision after initial training.

Compensation

Pay will be offered based on several factors, including the candidate's education, work experience, work location, specific job duties, and certifications.

Benefits: We offer comprehensive benefits to include health and an incentive recognition bonus (all benefits are based on eligibility).

Call to Action: If you are a driven individual passionate about providing unparalleled customer service and thrive in a structured, compliant, and supportive environment, we encourage you to apply today!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.