Customer Phone Support Agent I

🔥 14 minutes ago

🇺🇸 United States – Remote

💵 $26 - $30 / hour

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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SendCutSend

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

🏭 Manufacturing

🏪 Marketplace

🔧 Hardware

💰 $1k Pre Seed Round - SendCutSend.com on 2018-11

Manufacturing • Marketplace • Hardware

SendCutSend is an American on-demand manufacturing company that provides fast, custom fabrication services for parts and prototypes. They offer laser cutting, waterjet cutting, CNC routing and machining, bending, finishing (anodizing, plating, powder coating), tapping, hardware insertion and related services across a large materials catalog. Customers can upload CAD files or use templates/parts builder for instant pricing, order expedited production and ship finished parts; the company also operates a marketplace for selling finished designs and serves both hobbyists and industrial clients.

📋 Description

• Serve as a primary point of contact for customers by phone throughout the customer and order lifecycle • Provide timely and accurate assistance with technical and manufacturing questions • Recommend materials and processes and provide clear technical guidance • Review customer drawings, specifications, and requirements for alignment with production capabilities • Resolve customer issues within established processes and approval guidelines, escalating as appropriate • Maintain ownership of customer interactions through resolution or escalation • Clearly communicate next steps and expectations • Document customer interactions accurately in internal systems • Collaborate with Customer Support and internal teams on customer questions and order issues • Develop and maintain knowledge of SendCutSend capabilities, materials, processes, and guidelines • Identify recurring customer questions, issues, or knowledge gaps and communicate them to Phone Support leadership • Resolve technical questions and order issues arising during production • Meet quality, productivity, documentation, and customer service expectations • Perform other assigned duties during periods of low inbound call volume

🎯 Requirements

• Minimum 1 year of experience in a customer service, technical support, manufacturing, fabrication, or similar environment • Strong verbal and written communication skills in English • Comfortable providing live customer support by phone in a fast-paced environment • Ability to explain technical information and processes clearly to customers with varying levels of experience • Ability to learn and apply SendCutSend processes, capabilities, materials, manufacturing guidelines, and support procedures • Ability to use established processes, resources, and guidelines to resolve customer issues accurately and consistently • Comfortable using multiple computer systems and learning proprietary software • Strong organizational and documentation skills, with the ability to accurately record customer interactions and follow-up requirements • Ability to work independently, manage competing priorities, and remain productive in a remote environment with minimal supervision • Ability to maintain a professional, patient, and solution-focused approach when working with customers in challenging situations • Able to work a shift Monday-Friday from 8:00 am to 5:00 pm in the PST time zone or 5:00 am to 2:00 pm in the PST time zone • Preferred: Experience providing customer support by phone in a high-volume or fast-paced environment • Preferred: Experience in manufacturing, fabrication, CNC, sheet metal, laser cutting, waterjet, or other related production environments • Preferred: Experience reading or interpreting technical drawings, specifications, or CAD files • Preferred: Familiarity with CAD software or common file types used in manufacturing • Preferred: Experience working in a remote or distributed team environment • Dedicated, safe, confidential, and ergonomic home workspace • Ability to sit and work at a computer for extended periods • Ability to use a computer, phone, and other standard office equipment for remote work

🏖️ Benefits

• Health, Vision & Dental Insurance • 401(k) match up to 4% • Paid time off • 6 Company-Paid Holidays • Tuition Reimbursement • Paid Parental Leave • Short-Term Disability • Monthly Internet Stipend • Employee Discounts!

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