Customer Service Specialist

About the Role

MCA, a trusted advisor for wireless communications, data, and security, is seeking an experienced Customer Service Specialist in the Rockford, Illinois area to support our fast-growing Voice (MSS) division. As a Military Friendly Employer, we welcome veterans and prioritize our core values: service, growth, teamwork, and safety.

Responsibilities

• Greeting visitors and customers, 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, 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.
• Monitoring inventory levels, 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.
• 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

• 2-5 years of experience in customer operations or related fields, such as:
  • Shipping and Receiving
  • Inventory Management
  • Depot Repairs
  • Purchasing
  • Service Coordination/Dispatch
• Excellent knowledge and experience using Microsoft Office Products (Word, Excel, Outlook).
• Professional communication skills, both spoken and written, within all levels of the organization.
• Ability to succeed in a fast-paced environment, establish priorities, work independently, and proceed with objectives without supervision.
• Strong organizational and administrative skills.
• Detail-oriented with a high level of integrity.
• Discretion in handling confidential and proprietary information.
• Experience in an office setting preferred.

Qualifications

Not explicitly stated, but implied through the requirements section.

Skills

• Microsoft Office proficiency (Word, Excel, Outlook)
• Professional communication
• Time management and prioritization
• Organization and administration
• Attention to detail

Benefits

• Medical
• Dental
• Vision
• 401K
• PTO
• Holiday Pay
• Education Incentives

Schedule

Onsite in Rockford, IL, Monday through Friday, 7:30 am-4:00 pm CT.

Physical Requirements

• Frequently stand, walk, sit, use hands, reach, climb stairs, talk, hear, and lift (up to 20 pounds)
• Frequently utilize near vision for reading and computer use
• Occasionally move equipment weighing up to 20 pounds
• Frequently position self to maintain computers or other equipment

Travel Requirements

Travel as necessary to support company and customer needs.

Mobile Communications America, Inc. (MCA) is a leading provider of wireless communication, data, and security solutions, serving over 65,000 customers nationwide. As the largest Motorola partner in the U.S., MCA is committed to its core values of Service First, Growth, Teamwork, and Safety, and to creating an inclusive environment that celebrates diversity.