Job Description

Job Description

Job Description

Customer Service Coordinator  

Astrophysics Inc. is a leading global designer and manufacturer of X-Ray security inspection systems. Since 2002, we have dedicated ourselves to ensuring a safer world through advanced X-Ray screening and imaging technology. Our systems are deployed in critical infrastructure, aviation, and ports and borders sites in more than 150 countries. Hotels, prisons, courthouses, embassies, airports, military bases, and government buildings around the world depend on us for their safety and security. Astrophysics is an expanding, dynamic and fast-paced company looking for individuals who want to grow with us and be a part of a meaningful security mission. We currently have an immediate opening for a Customer Service Coordinator located at our headquarters in City of Industry, CA.

Job Summary:

The Customer Service Coordinator serves as the first point of contact for all incoming service inquiries, directing customer calls and emails to the appropriate technician. This role is essential in ensuring prompt, accurate communication and maintaining a positive customer experience. The representative supports the service team by managing claims, following up with customers, and tracking resolution progress.

Essential Functions:

• Receive and direct customer inquiries by phone and email to the appropriate technician or internal team.
• Collect and document essential customer information , including serial numbers, contact details, and a summary of the issue.
• Enter and manage service claims in HubSpot CRM, ensuring accuracy and timely updates.
• Follow up on open claims and provide customers with updates until resolution is reached.
• Monitor and respond to incoming emails , ensuring all communication is timely and professional.
• Conduct follow-up calls and surveys after installations or service visits to gather customer feedback.
• Ensure timely closure of service claims , escalating delays when necessary.
• Make and manage a high volume of calls while maintaining professionalism and customer focus.
• Submit regular reports to management summarizing claim activity, response times, and customer feedback.
• Collaborate with team members and technicians to streamline internal communication and improve service response time.
• 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 or equivalent

· 0-2 years of related experience

· Equivalent combination of education and experience.

· Bilingual in Spanish is a plus.

· Previous customer service experience in a call center or technical environment preferred.

· Proficiency with CRM platforms such as HubSpot.

· Strong verbal and written communication skills.

· Excellent organizational and follow-up abilities.

· Fast and accurate typing skills

Position Type/Expected Hours of Work:

• Non-exempt
• Full-Time
• Hours: 7am - 4pm (hours subject to change depending on business needs)

Benefits & Perks:

• Excellent medical, dental and vision benefits
• 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. provides equal employment and advancement opportunities to all individuals. Employment decisions at Astrophysics Inc. are based on merit, qualifications and abilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity national origin or protected veteran status and will not be discriminated against on the basis of disability. If you need assistance or an accommodation while seeking employment, please call 1(909) 598-5488 and ask for Human Resources. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

Compensation details: 18-21 Hourly Wage

PI63581ac4ceff-25405-38058878

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