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

• Proficient in English, with excellent verbal and written communication skills.
• Previous customer service or call center experience preferred but not required.
• Strong problem-solving and active listening capabilities with a patient and empathetic attitude.
• Ability to multitask, prioritize, and manage time effectively in a remote setting.
• Comfortable using digital tools such as CRM software, email, and chat platforms.
• Reliable home internet connection and a quiet, professional workspace.
• Availability to work full-time with flexible hours, including evenings or weekends if required.

ABOUT THE ROLE

We are looking for a dedicated and customer-focused Virtual Call Center Agent to join our Administrative team. This full-time, hourly position is ideal for individuals who excel in providing exceptional customer service, possess strong problem-solving skills, and are comfortable working remotely. As a Virtual Call Center Agent, you will handle inquiries, resolve issues, and ensure customer satisfaction through effective communication in English. Join us in delivering outstanding support to our clients while working from the comfort of your home.

WHAT YOU’LL DO

• Handle incoming and outgoing customer inquiries via phone, email, or chat in a professional and timely manner.
• Identify customers’ needs, provide accurate information, and effectively resolve issues or direct them to the appropriate department.
• Maintain a high level of product and service knowledge to answer questions and advise customers accordingly.
• Document all interactions in the company’s CRM system to ensure accurate records and follow-ups.
• Meet or exceed performance metrics such as call resolution time, customer satisfaction, and response quality.
• Collaborate with colleagues and supervisors to improve workflows and enhance service delivery.
• Stay updated on company policies, procedures, and updates to ensure accurate and consistent communication with customers.