Customer Support Associate

About the role

The Customer Support Associate provides responsive, high-quality support to customers via email, phone, and chat. This role focuses on resolving inquiries efficiently, documenting issues accurately, and contributing to continuous improvement of customer service processes in a dynamic environment. The position is based at a manufacturing headquarters in Torrance, CA and is a Contract to Hire role.

Responsibilities

• Receive and promptly respond to customer inquiries through email, phone, and chat channels.
• Log into and actively manage email, phone, and chat support systems throughout the business day.
• Maintain and improve response times, with particular attention to the opening and closing of the business day.
• Accurately document customer issues, actions taken, and resolutions in the appropriate systems.
• Develop and implement effective customer service solutions to address recurring issues and improve customer experience.
• Resolve customer concerns in a professional, courteous, and efficient manner.
• Identify potential website or system errors and escalate them to the appropriate teams for resolution.
• Ensure customer satisfaction through proactive follow-up when necessary.
• Demonstrate strong problem-solving skills to quickly analyze issues and determine appropriate solutions.
• Manage time effectively to handle multiple customer interactions and tasks in a fast-paced environment.
• Follow established processes and procedures to ensure consistent and reliable service.
• Collaborate with team members to share information, support workload, and contribute to a positive team environment.

Skills

• Experience in customer support or call-center environments (prior call-center experience preferred).
• Proficiency in data entry with strong attention to accuracy and detail.
• Working knowledge of Microsoft Office applications.
• Strong verbal communication skills for clear and professional phone and in-person interactions.
• Strong written communication skills for email and chat support.
• Ability to multitask effectively in a fast-paced environment.
• Strong customer service orientation with a focus on meeting and exceeding customer expectations.
• Ability to manage processes and follow established procedures consistently.
• Ability to learn and adapt to evolving technology platforms and support tools.
• High level of ownership, accountability, and initiative in handling customer issues.
• Collaborative team player with a professional attitude.
• Welcoming, positive, and service-oriented demeanor.

Qualifications

• High school diploma or equivalent required.
• Prior call-center experience is preferred and considered an asset.
• Experience working in a structured, process-driven environment.
• Comfort using multiple communication channels, including phone, email, and chat.
• Interest in continuous improvement of customer service processes and tools.

Pay

The pay range for this position is $19.00 - $19.00/hr.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)