Customer Service Specialist

About the role

MCA, your trusted advisor for wireless communications, data, and security, is seeking an experienced Customer Service Specialist in Charlotte, North Carolina, to support our fast‑growing Voice (MSS) division. MCA seeks team members who share our values: service, growth, teamwork, and safety. As a Military Friendly Employer, we welcome veterans, with over 250 already on board. Join us and become part of the MCA family, where we prioritize both work and enjoyment.

Responsibilities

• Greeting visitors and customers and handling phone calls and emails as the first point of contact.
• Maintaining accurate customer contact information and building strong relationships with customers and vendors.
• Logging repair requests in the ERP system, verifying warranties, and coordinating internal or third‑party repair depots.
• Ensuring timely completion and return of equipment, filing warranty claims, and preparing pricing for billing review.
• Receiving, staging, and tracking products for sales and service teams, shipping orders, and handling equipment returns to vendors within required timeframes.
• Monitoring inventory levels based on sales trends, performing counts, rotating stock, and securing assets.
• Adding and removing equipment in the system and assisting with contract renewals.
• Generating and maintaining reports, including Work‑in‑Progress (WIP), aging, and open purchase orders.
• Scheduling daily work for field service technicians and coordinating with customers and subcontractors.
• Creating, tracking, and closing service tickets accurately and on time, ensuring all documentation and technician hours are properly recorded.
• Collaborating across departments to communicate daily priorities with service and operations teams.
• Promoting and maintaining a safe, positive, and productive work environment.
• Performing other duties as assigned to support team success.

Requirements

• 2‑4 years of experience in customer operations or related fields, such as Customer Service, AP/AR, Depot Repairs, Shipping/Receiving, Inventory, Sales Support.
• Experience in an office setting preferred.

Skills

• Excellent knowledge and experience using Microsoft Office Products, inclusive of Microsoft Word, Microsoft Excel, and Outlook (required).
• Professional communication in both spoken and written forms at all levels of the organization (required).
• Ability to succeed in an often fast‑paced environment, establish priorities, work independently, and proceed with objectives without supervision.
• Strong organizational and administrative skills; detail‑oriented.
• Discretion; able to handle confidential and proprietary information appropriately.
• High level of integrity.

Benefits

• Medical, Dental, Vision, 401K, PTO, Holiday Pay, Education Incentives, and more.

Schedule

The physical environment requires the employee to work onsite in the Charlotte, NC office Monday through Friday, 8:00 am‑5:00 pm.