Customer Service and Retention Specialist

Job Title: Customer Service & Account Retention Specialist

Location: Chatsworth, In-person

Job Type: Full-time, Monday-Friday 8am- 5pm

Pay rate: $25- 35/ hour (DOE)

Company Overview:

At Micro Quality Calibration (MQC), we are a trusted leader in precision calibration services, known for delivering high-quality results and exceptional customer service. We’ve built long-standing partnerships across industries including aerospace, defense, and medical by maintaining rigorous standards and a commitment to excellence. As a growing, team-oriented company, we invest in our people and provide opportunities for development and advancement from our modern Chatsworth facility.

Position Overview:

We are seeking a Customer Service & Account Retention Specialist to serve as the primary point of contact for customers while supporting account growth and retention initiatives. This role is critical to ensuring a seamless customer experience, strengthening client relationships, and identifying opportunities to support both new and existing accounts.

Responsibilities:

• Serve as the primary contact for customers via phone and email, providing timely and professional communication
• Address inquiries related to services, pricing, documentation, and order status while ensuring a high level of customer satisfaction
• Prepare, issue, and follow up on customer quotations in accordance with company procedures
• Review and process customer purchase orders for accuracy and alignment with quoted services
• Coordinate customer requests, including scheduling, documentation, shipping, and service needs
• Build and maintain strong relationships with new and existing customers to support long-term retention
• Proactively follow up with clients to ensure satisfaction, resolve concerns, and identify service needs
• Assist in onboarding new accounts, ensuring a smooth transition and clear understanding of services
• Identify opportunities to upsell or cross-sell services based on customer needs
• Monitor customer activity and escalate potential at-risk accounts to support retention efforts
• Maintain accurate records of customer interactions, order details, and service history in internal/CRM systems
• Support data entry, invoicing research, filing, and general administrative tasks as needed
• Collaborate with laboratory, sales, and operations teams to ensure efficient workflows and support account growth initiatives

Requirements and Skills:

• 3-5 years of customer service, account management, or administrative experience preferred
• High school diploma or equivalent required
• Proficiency in Microsoft Office (Word, Excel, Outlook) and typing 40 WPM
• Strong attention to detail, communication, problem-solving, and critical-thinking skills
• Excellent organizational and time-management abilities with strong multitasking skills
• Ability to work independently and collaboratively in a team environment
• Experience with CRM systems or account management tools is a plus
• U.S. citizen or permanent resident status required

Benefits: MQC offers comprehensive benefits including

• Benefits: Medical, dental, vision, life insurance; 401(k) w/ 4% match; paid vacation.
• Incentives & Recognition: Referral bonuses, birthday perks, team appreciation
• Workplace Culture: Daily coffee, Friday donuts, monthly lunches, holiday events, team outings.

We are an Equal Opportunity Employer

MQC is an Equal Opportunity and Affirmative Action Employer.