Customer Service Representative

Axionova Engineering Limited; New York (NY); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Health Insurance

Retirement Plan with Company Matching

Paid Time Off

Professional Development Opportunities

Collaborative and Supportive Work Envi

Job summary

Axionova Engineering Ltd. is seeking a proactive Customer Service Representative who will be the first point of contact for clients, partners, and stakeholders. You will handle inquiries, resolve concerns, and provide information on our services with professionalism and care.

You will collaborate with engineering, operations, and sales teams to ensure timely responses, accurate documentation, and positive client experiences, while maintaining CRM records and generating routine reports.

Qualifications

• At least a high school diploma; a bachelor's degree is a plus.
• 2+ years in customer service or client-facing roles, preferably in engineering or technical services.
• Proven verbal and written communication skills; ability to explain complex information clearly.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat.
• Provide detailed information about services, project updates, and timelines.
• Resolve customer concerns with patience and professionalism; escalate when needed.
• Assist with service requests and track project progress with PMs.
• Build and maintain positive client relationships; log feedback for service improvements.
• Document interactions and generate reports for management review; collaborate with engineering, operations and sales teams.

Skills

Verbal communication

Written communication

Problem solving

Time management

Customer focus

Education

High school diploma

Bachelor's degree in business or communication

Tools

CRM tools

Microsoft Office Suite

Job description

About the job Customer Service Representative

Job Description

About Us

Axionova Engineering Ltd. is a forward-thinking engineering company committed to delivering high-quality solutions across diverse engineering sectors. We pride ourselves on precision, innovation, and seamless collaboration with our clients. Our dynamic team is growing, and were excited to welcome a Customer Service Representative to help maintain our standard of excellence by being the first point of contact for clients, partners, and stakeholders.

Position Summary

We are seeking a proactive and empathetic Customer Service Representative who will play a key role in supporting our clients and customers. You will handle inquiries, resolve concerns, and provide information on our services with professionalism and care. This position requires someone who can effectively communicate complex information while ensuring a positive experience for our customers.

Key Responsibilities

1. Customer Support & Inquiries:

- Respond promptly to customer inquiries via phone, email, and live chat.

- Provide detailed information about our services, project updates, and timelines.

- Handle customer concerns and complaints with patience and professionalism.

- Escalate complex issues to the relevant department, ensuring timely follow-up and resolution.

3. Order Management & Service Requests:

- Assist customers with placing service requests and tracking project progress.

- Coordinate with project managers to provide status updates to clients.

4. Client Relationship Management:

- Build and maintain positive client relationships to ensure high levels of satisfaction.

- Collect and log customer feedback, suggesting areas for improvement to enhance our services.

5. Documentation & Reporting:

- Maintain accurate records of customer interactions, inquiries, and transactions.

- Prepare reports on customer interactions and recurring issues for management review.

6. Collaboration with Internal Teams:

- Work closely with engineering, operations, and sales teams to provide coordinated support.

- Communicate project details and service offerings effectively to customers.

Qualifications & Skills

- Education: High school diploma required; Bachelors degree in business, communication, or related fields is a plus.

- Experience:

- 2+ years of experience in a customer service or client-facing role (experience in engineering or technical services is a plus).

- Skills:

- Exceptional verbal and written communication skills.

- Strong problem-solving abilities and a calm demeanor under pressure.

- Proficient with CRM tools and Microsoft Office Suite.

- Ability to multi-task, prioritize, and manage time effectively.

- Basic understanding of engineering services or a willingness to learn.

What We Offer

- Health Insurance (Medical, Dental, and Vision)

- Retirement Plan with Company Matching

- Paid Time Off (Vacation, Sick Leave, and Holidays)

- Professional Development Opportunities

- Collaborative and Supportive Work Environment