What are the responsibilities and job description for the Customer Service Representative position at Air Lift Company?
Customer Service Representative
Air Lift, a third-generation family-owned company, was founded in 1949 in Lansing, Michigan. Air Lift supplies the automotive aftermarket with load assist products and performance suspensions for show and track. Our goal is to consistently provide products and services that meet and exceed customer’s requirements and expectations. We do this by recruiting top talent and retaining them through our commitment to professional development and preservation of our culture.
Job Description SummaryOur Customer Service Representatives (CSR) plays a critical role in supporting Air Lift customers, installers, distributors, and end users by providing exceptional service through high‑volume inbound phone support. This position requires strong technical aptitude, ideally including automotive aftermarket knowledge, to effectively troubleshoot product questions and guide customers in selecting or using Air Lift products. The CSR is responsible for managing multiple customer interactions with confidence, accuracy, and excellent call‑control skills while maintaining a positive, customer‑centric attitude.
Available Positions
- 1 CSR to service our Eastern Time Zone customers. Hours would be 8:00am - 5:00pm ET and position is located onsite in our Lansing, MI facility!
- Handle a high volume of inbound calls with professionalism, efficiency, and strong call‑control techniques.
- Assist customers with product inquiries, installation questions, basic troubleshooting, and warranty-related needs.
- Provide accurate, timely information while maintaining Air Lift’s commitment to exceptional customer satisfaction.
- Document all interactions thoroughly and accurately in the CRM system.
- Escalate complex technical issues to senior staff, technical specialists, or warranty team as appropriate.
- Develop a working knowledge of Air Lift products, including air suspension systems, accessories, and related components.
What you'll bring:
- 3–5 years of customer service or service‑related experience, preferably in a technical, mechanical, or automotive environment.
- Strong technical aptitude with the ability to understand and explain technical concepts.
- Excellent verbal communication, active listening, and call‑control skills.
- Ability to handle high call volumes with professionalism and composure.
- Proficient with Microsoft Excel and Outlook.
- Experience using CRM or case‑management software.
- Strong problem‑solving skills, attention to detail, and commitment to accuracy.
- High sense of urgency and ability to multitask effectively.
What we offer:
- Comprehensive health and wellness benefits
- Generous 401(k) with up to 8% company matching
- A supportive and inclusive company culture that prioritizes work/life balance
- Professional development to help grow your career
- Paid time off and paid holidays