Granite State Manufacturing (GSM) is a small business contract manufacturer providing complete in-house capabilities, including machining, US Navy-certified welding, wiring, assembly, and testing. GSM-built equipment is on every US Navy submarine. From prototype to production runs, GSM has the technical depth, program management, and manufacturing expertise to deliver performance-critical solutions. GSM has 5-axis machining up to 33ft long or 82in diameter and welding up to 35,000lbs.

QUALIFICATIONS

• Strong proficiency in English, both verbal and written, with excellent communication skills.
• Previous experience in a customer support or call center environment preferred but not required.
• Ability to multitask and work in a fast-paced, high-volume environment.
• Strong problem-solving skills with a customer-centric mindset.
• Comfortable using computer systems, customer relationship management (CRM) software, and other tools.
• High attention to detail and ability to accurately document interactions.
• Flexibility to work full-time and adhere to a set schedule, including evenings, weekends, or holidays as needed.

ABOUT THE ROLE

We are seeking a dedicated and customer-focused individual to join our Customer Support team as a Contact Center (Call Center) Representative. In this full-time, hourly position, you will serve as the front line for our valued customers, addressing their inquiries, resolving issues, and providing exceptional service. This role is crucial for maintaining customer satisfaction and fostering loyalty by delivering accurate and efficient assistance, all while communicating effectively in English.

WHAT YOU’LL DO

• Handle incoming calls, emails, and chat inquiries from customers in a professional, courteous, and timely manner.
• Resolve customer issues by identifying their needs, researching solutions, and providing accurate information.
• Document customer interactions, ensuring that all details are recorded accurately in the appropriate systems.
• Escalate complex customer concerns to the appropriate department or supervisor when necessary.
• Meet and exceed performance metrics, including call handling time, customer satisfaction scores, and resolution rates.
• Stay up-to-date on products, services, and company policies to provide accurate and consistent support.
• Provide feedback and suggestions to improve processes and enhance the customer experience.