Customer Service & Support Specialist – Tech Security

Astrophysics Inc.; California (MO); Hybrid; USD 42,000 - 65,000; Full time

Benefits offered by this job

Medical, dental and vision benefits

401K with 4% employer match

11 paid holidays, 10 PTO days

Donuts Fridays, company luncheons and年

Job summary

Astrophysics Inc. in City of Industry, CA, is seeking a Customer Service Representative to support customers through the service process, handle requests, gather details, and coordinate with internal teams from initial contact to resolution.

The role emphasizes clear communication, timely CRM case management in HubSpot, collaboration with technicians, and ensuring customer satisfaction while adhering to ISO9001 processes.

Qualifications

• Associate’s Degree required.
• Experience in customer service, call center operations, or related service environment.
• Experience using HubSpot CRM.
• Strong verbal and written communication skills.
• Bilingual in Spanish is a plus.

Responsibilities

• Serve as primary contact for service-related questions via phone, email and other channels.
• Assess customer needs and gather details to determine next steps (product info, serial numbers, contact details, issue descriptions).
• Create, update and maintain customer service cases in the CRM with accurate status/history.
• Coordinate with technicians and internal departments for timely responses, service appointments and resolutions.
• Take ownership of issues, follow up, and ensure requests are addressed within timelines.
• Communicate service updates, scheduling information, and resolution details clearly and professionally to customers.
• Elevate unresolved matters to teammates or supervisors when needed.
• Conduct outbound calls and follow-ups to confirm satisfaction and identify unresolved issues.
• Document customer interactions, service activity and case outcomes for continuity.
• Identify recurring concerns and communicate trends to management.

Skills

Verbal and written communication

CRM platforms (HubSpot)

Bilingual Spanish (a plus)

Education

Associate’s Degree

Tools

HubSpot CRM

Job description

Astrophysics Inc. in City of Industry, CA, is seeking a Customer Service Representative to support customers through the service process, handle requests, gather details, and coordinate with internal teams from initial contact to resolution.

The role emphasizes clear communication, timely CRM case management in HubSpot, collaboration with technicians, and ensuring customer satisfaction while adhering to ISO9001 processes.