Customer Service Coordinator

About the Company

Astrophysics Inc. is a global leader in X-ray security inspection systems, providing advanced screening technology to customers in more than 150 countries. The company serves airports, government agencies, military facilities, and other critical infrastructure while delivering innovative security solutions that help make the world safer.

About the Role

The Customer Service Coordinator serves as the primary point of contact for customer service inquiries, ensuring prompt communication, efficient claim management, and excellent customer support. This role works closely with service technicians and internal departments to coordinate service requests, manage customer records, track claim progress, and maintain a high standard of customer satisfaction.

Location: City of Industry, California (Onsite)

Key Responsibilities

• Customer Service
  • Serve as the first point of contact for customer inquiries via phone and email.
  • Provide professional and timely responses to customer questions and service requests.
  • Route customer inquiries to the appropriate technicians or internal teams.
  • Maintain positive customer relationships throughout the service process.
  • Deliver exceptional customer support while ensuring timely issue resolution.
• Service Coordination
  • Coordinate daily service requests and technician assignments.
  • Collect and document customer information, including equipment details and reported issues.
  • Track open service requests and ensure timely follow-up.
  • Escalate unresolved issues when necessary to ensure prompt resolution.
  • Support efficient communication between customers and service teams.
• Claims Management
  • Enter and maintain service claims within the company's CRM system.
  • Monitor claim status and ensure records remain accurate and up to date.
  • Process service-related orders and claims efficiently.
  • Follow up with customers until claims are fully resolved.
  • Maintain complete documentation for all customer interactions.
• Reporting & Documentation
  • Prepare routine reports on service activities, claim status, response times, and customer feedback.
  • Maintain organized customer records and service documentation.
  • Monitor key performance metrics and operational data.
  • Provide management with updates regarding customer concerns and service performance.
  • Ensure documentation complies with company quality standards.
• Customer Follow-Up
  • Conduct follow-up calls after installations and service visits.
  • Collect customer feedback through surveys and direct communication.
  • Identify opportunities to improve customer satisfaction.
  • Communicate service updates and expected resolution timelines.
  • Build long-term customer relationships through proactive follow-up.
• Quality & Team Collaboration
  • Collaborate with technicians and internal departments to improve service efficiency.
  • Support continuous improvement initiatives within the customer service function.
  • Follow company quality management procedures and policies.
  • Assist in improving communication and workflow processes.
  • Contribute to a collaborative and customer-focused work environment.

Qualifications

Required

• Associate's degree or equivalent combination of education and experience.
• Zero to two years of customer service or administrative experience.
• Strong verbal and written communication skills.
• Excellent organizational and multitasking abilities.
• Fast and accurate typing skills.
• Experience using CRM software or the ability to learn quickly.
• Strong attention to detail and problem-solving skills.
• Proficiency with Microsoft Office applications.

Preferred

• Previous customer service experience in a call center or technical support environment.
• Experience using HubSpot CRM.
• Bilingual in Spanish.
• Experience coordinating service requests or customer claims.
• Knowledge of customer relationship management best practices.

Benefits

• Medical, dental, and vision insurance.
• 401(k) plan with employer matching.
• Paid holidays.
• Paid time off.
• Company lunches and employee events.
• Professional growth and development opportunities.
• Supportive and collaborative work environment.

Ideal Candidate

This opportunity is ideal for individuals who:

• Enjoy helping customers and solving service-related issues.
• Thrive in fast-paced, customer-focused environments.
• Have strong organizational and communication skills.
• Are detail-oriented and capable of managing multiple priorities.
• Work well with cross-functional teams and service technicians.
• Take initiative to improve customer satisfaction and operational efficiency.