Customer Service Representative

Astrophysics Inc.; California (MO); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

401K match

Holidays & PTO

Office events

Job summary

Astrophysics Inc. in City of Industry, CA is seeking a Customer Service Representative to support customers throughout the service process.

You will handle inquiries via phone and email, gather details, and drive cases from initial contact through resolution. This role requires an Associate’s Degree, experience in customer service or call centers, proficiency with a CRM such as HubSpot, and strong verbal and written communication.

Qualifications

• Associate’s degree required or equivalent experience.
• Experience in customer service or call center operations.
• Experience using CRM platforms such as HubSpot.
• Strong verbal and written communication skills.
• Bilingual in Spanish is a plus.

Responsibilities

• Serve as the primary customer contact for service-related questions via phone, email, and other channels.
• Assess customer needs and obtain relevant details to determine next steps.
• Create, update, and maintain customer service cases in the CRM system.
• Coordinate with technicians and internal departments to facilitate timely responses and service appointments.
• Take ownership of issues by monitoring items and following up to meet timeframes.
• Communicate service updates and resolution details clearly to customers.
• Maintain documentation of interactions and service activity for continuity.
• Identify recurring issues and report trends to management.

Skills

Customer service

Verbal & written communication

Spanish language (bonus)

Education

Associate’s Degree

Tools

HubSpot CRM

Job description

Customer Service Representative

Astrophysics Inc. City Of Industry, California, United States

About this position

Astrophysics Inc. is a global leader in X-Ray security inspection systems, dedicated since 2002 to making the world safer through advanced screening technology. Our systems protect critical infrastructure in over 150 countries, serving airports, government buildings, military bases, and more. We are a fast-growing, dynamic company seeking a Customer Service Representative to join our headquarters in City of Industry, CA .

Job Summary:

The Customer Service Representative provides support to customers throughout the service process. This position handles incoming requests, gathers information needed to address service issues, coordinates communication with internal teams, and keeps customers informed from initial contact through resolution.

Essential Functions:

• Serve as a primary customer contact for service-related questions, concerns, and requests received through telephone, email, and other communication channels.
• Assess customer needs and obtain relevant details to determine the appropriate next steps, including product information, serial numbers, contact information, and descriptions of reported issues.
• Create, update, and maintain customer service cases in the company’s CRM system, ensuring records accurately reflect the status and history of each request.
• Coordinate with technicians and internal departments to facilitate timely responses, service appointments, claim resolution, and other customer needs.
• Take ownership of assigned customer issues by monitoring outstanding items, initiating follow-up as needed, and helping ensure requests are addressed within expected timeframes.
• Communicate service updates, scheduling information, and resolution details to customers in a clear, courteous, and professional manner.
• Review unresolved or delayed service matters and escal ...?
• Conduct outbound calls and customer follow-ups, including post-service or post-installation outreach, to confirm satisfaction and identify unresolved concerns.
• Maintain accurate documentation of customer interactions, service activity, and case outcomes to support continuity of service and internal communication.
• Assist with identifying recurring customer concerns and service issues by communicating trends, customer feedback, and significant service problems to management and relevant departments.
• Follow all applicable Quality Management System documents (ISO9001:2000); work in compliance with the Quality Policy and to ensure that the Quality Objectives are met.

Education and Experience:

• Associate’s Degree
• Previous experience in customer service, call center operations, or a related service environment.
• Experience using CRM platforms such as HubSpot.
• Strong verbal and written communication skills.
• Excellent organizational skills.
• Bilingual in Spanish is a plus.

Position Type/Expected Hours of Work:

• Non-exempt
• Full-Time
• Hours: 8am – 5pm
• (Hours subject to change depending on the needs of the business)
• 401K plan with 4% employer match
• 11 paid holidays, 10 PTO days
• Free donuts on Fridays, company luncheons and year end party!

Be part of a meaningful security mission with opportunities for personal and professional growth and development. Join our Astrophysics family today!

Equal Opportunity Employer

Astrophysics Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. For accommodation requests, please contact Human Resources at [phone].

Salary Information

$18.5 - $20.5Hourly Wage