Customer Service

Job Overview

We are seeking an excellent communicator and detail-oriented Customer Service / Warranty Support Representative to join our growing team. In this role, you will be the frontline ambassador for our team and clients, providing exceptional support and ensuring their warranty and service needs are met with professionalism and efficiency. Your enthusiasm and strong communication skills will help foster positive relationships, resolve issues promptly, and enhance overall customer satisfaction. This position offers an exciting opportunity to develop your client service expertise in an ever- growing environment where your contributions truly make a difference.

This is an in-office position.

New Life Scientific, Inc. is a laboratory equipment dealer that offers products to clients around the country and world. All of these products are backed by our warranty agreement. When a warranty case is opened, this role helps to correct whatever issue arises. This can involve coordinating a call with our technician's to help troubleshoot/diagnose the issue; to locating a service company local to the customer to go in and physically repairing the unit. We have a CRM database to help keep each warranty case organized.

Responsibilities

• Respond promptly to customer warranty case submissions via phone, email, or chat, demonstrating excellent phone etiquette and communication skills.
• Handle inbound phone calls and field/filter/direct to the correct party.
• Assist clients with warranty claims, product troubleshooting, and service requests, ensuring clear understanding of procedures and policies.
• Enter customer data accurately into our systems, maintaining data integrity.
• Manage outbound calls to follow up on warranty statuses or gather feedback for continuous improvement.
• Provide detailed analysis of customer issues to identify trends and suggest process enhancements to improve service quality.
• Greet customers/vendors upon entry to our facility.
• Collaborate with internal teams such as sales and technical support to deliver seamless client services and resolve complex issues efficiently.
• Update Customers via email with their shipment tracking information and product user manuals.

Experience

• Previous experience in call center environments or customer support roles is highly preferred, especially with call handling and client interaction.
• Bilingual or multilingual abilities are a strong plus, enabling effective communication with diverse customer bases.
• Demonstrated proficiency in Microsoft Office applications, data entry, and general computer skills required for daily operations.
• Knowledge of sales techniques and outbound calling strategies beneficial for upselling or follow-up activities.
• Strong analysis skills to evaluate customer feedback and identify opportunities for service improvement.
• Experience in cash handling, typing accuracy, and maintaining detailed records is advantageous. Join us to be part of a vibrant team dedicated to delivering outstanding client experiences Your enthusiasm for helping others combined with your technical skills will drive success in this rewarding role.

Qualifications

Required

• High school diploma or equivalent
• Cognitive aptitude
• Must be coachable
• Microsoft Office and/or Google Docs
• A high level of integrity
• Ability to independently problem-solve and troubleshoot
• Must be a self-starter
• Strong computer skills
• Strong reading comprehension
• Strong communication abilities, both verbal and written
• Not afraid to use the phone to communicate with customers, vendors, colleagues

Application process:

• Apply on this site - This gives us a copy of your resume.
• Aptitude Test - If we think you're a promising candidate, we will invite you to take an aptitude test to determine if you have the knack for the skills that we need, as well as a few other skills.
• First Interview - You'll meet with a member of management for your first interview. This can be either an in-person or a phone interview
• Second Interview - If you do well on the first interview, you will be asked to come in for a second interview with our Tech Shop Supervisor and CEO to ensure that you will mesh well with the team.
• Job offer – The team will decide if you're the right person for the job, and you'll receive a call from NLS with a job offer.

What's great about a position at New Life Scientific?

• We are only open for one shift: Day Shift. No late nights or working the weekends. Shifts are 8 hours long.
• Stable company to work for. We have been in business since 2014 and have experienced great growth year-over-year.
• Friendly work environment. Average time on the job for employees is around 3.5 years, which has led to a great cohesion between the different departments and those within the departments

Compensation & Benefits

Starting Out

• $ $20.00 hourly wage, depending on experience and demonstrable skills
• Weekly pay
• Production bonuses
• Full-time, day shift, Monday thru Friday
• 7 paid holidays per year
• No overtime
• No weekend work

After 90 Days

• Attendance Bonus of $58 per paycheck
• Simple IRA with contribution matching

After 6 Months

• PTO with year-end rollover and fast accrual

Job Type: Full-time

Pay: $ $21.50 per hour

Benefits:

• Paid time off
• Retirement plan

Schedule:

• 8 hour shift

Supplemental Pay:

• Bonus pay

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service or Office Experience (1 Year)

Work Location: In person

Job Type: Full-time

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

People with a criminal record are encouraged to apply

Language:

• English (Preferred)

Ability to Commute:

• Cridersville, OH Required)

Ability to Relocate:

• Cridersville, OH 45806: Relocate before starting work (Required)

Job Type: Full-time

Pay: $ $21.50 per hour

Expected hours: 40 per week

Benefits:

• Paid time off

Work Location: In person

Salary : $20 - $22