Customer Success Rep B

Socket.dev; Allentown (Lehigh County); On-site; USD 42,000 - 60,000; Full time

Job summary

SIMCO is seeking a Customer Success Representative B to serve as the primary contact for inquiries, service requests, and issue resolution. You will collaborate with internal teams to ensure timely responses and maintain professional relationships with customers.

The role emphasizes independent judgment, problem-solving, and operating with strong attention to detail. You will manage scheduling and updates for equipment service, calibration, and repair, document interactions, and prepare service

Qualifications

• Associate degree or equivalent experience required.
• Minimum of 3 years of relevant customer service experience.
• Proficient in MS Office and ability to use designated service systems.

Responsibilities

• Serve as primary contact for scheduling, processing, and updating equipment service requests (calibration/repair).
• Handle inbound/outbound communication via phone, email, and other platforms with professionalism.
• Accurately document all customer interactions, service requests, and status updates in the system.
• Monitor Delayed Delivery Report (DDR) and assist in resolving delayed items.
• Prepare and present service activity reports to supervisors and share customer feedback with the team.

Skills

Customer service

Communication

Active listening

Time management

Multitasking

Problem solving

Education

Associate degree or equivalent experience

Tools

Microsoft Office

Job description

Position Overview

The Customer Success Representative B (CSR B) serves as a key contributor to delivering exceptional customer experiences by acting as the primary point of contact for inquiries, service requests, and issue resolution. This role involves collaborating with internal teams to promptly address customer needs, maintaining clear and professional communication, and fostering strong, positive relationships. Success in this position requires meticulous attention to detail, adaptability, and a dedication to continuous improvement in service delivery. CSR B is distinguished by its emphasis on independent judgment, advanced problem-solving capabilities, and comprehensive operational expertise.

Responsibilities and Duties

Customer Relationship Management

• Serve as an enthusiastic ambassador for SIMCO's Mission and Service, ensuring a high level of customer satisfaction.
• Build and maintain positive, professional relationships with customers by addressing their needs effectively.
• Serve as the primary point of contact for scheduling, processing, and updating equipment service requests, including calibration and repair services.
• Handle escalated inquiries and complaints with a focus on achieving resolution and maintaining customer satisfaction.
• Proactively identify potential issues and resolve them before escalation.

Communication and Support

• Handle inbound and outbound communication via phone, email, and other platforms, ensuring clarity and professionalism.
• Address customer inquiries, provide updates on service status, and resolve complaints using the designated online system.
• Effectively transfer messages and requests to the appropriate internal personnel for swift resolution.

Documentation and Organization

• Accurately document all customer interactions, service requests, and status updates in the appropriate systems.
• Organize and maintain customer records, including shipping forms, field service reports (FSRs), and transfer forms.
• Regularly review and update customer contact information to ensure accuracy.

Reporting and Workflow Management

• Monitor and manage the Delayed Delivery Report (DDR), ensuring all delayed items are addressed and resolved professionally.
• Prepare and present service activity reports to supervisors as required, providing insights into operational efficiency and customer feedback.

Team Collaboration

• Collaborate with internal teams to coordinate service workflows and ensure seamless communication.
• Proactively share customer feedback and insights with the team to improve overall service quality.

Skills and Competencies

• Proficient in Microsoft Office applications (Word, Excel, Outlook).
• Flexible and creative problem-solving skills and a proactive, customer-focused mindset
• Ability to communicate clearly and effectively across different channels.
• Ability to evaluate situations thoroughly to identify the best solutions for complex customer issues while anticipating customer needs and taking initiative to address them proactively.
• Exceptional active listening skills and the ability to empathize with customers.
• Time management and multitasking skills to handle multiple requests efficiently.
• Positive, solution-focused attitude with a commitment to accountability and self-improvement.
• Friendly, courteous, and professional demeanor that fosters trust and loyaltywith both customers and internal teams.

Qualifications

• Associate degree or equivalent experience.
• Minimum of 3 years of relevant customer service experience required.
• Strong multitasking skills and ability to mentor others in CSR processes.

Physical Demands

• Prolonged periods of sitting while working at a computer.
• Occasional standing, bending, and other physical activities to support office or service-related tasks.
• Repetitive hand movements associated with data entry and computer work.
• Ability to lift and move up to 45 lbs. without assistance.

Working Environment

• Work primarily in an office setting, with occasional tasks performed in lab environments or shipping/receiving areas.
• Minimal travel may be required for training or customer support activities.