What are the responsibilities and job description for the Customer Service Specialist position at Ohio Drone Repair?
Company Description Ohio Drone Repair is the nation’s largest drone repair facility and a rapidly growing Public Safety drone dealer, supporting agencies across Ohio and the surrounding region. With over a decade of UAV industry experience, the company provides mission-ready support to more than 700 fire, police, search and rescue, emergency management, and government agencies. The team combines deep technical expertise with real Public Safety field experience, including active operations, training, and mission support. Services include drone sales, training, service and repair, and operational support, all focused on reliability, speed, and elite-level customer care. The company is driven by a mission to keep Public Safety organizations mission-ready with dependable drone solutions and industry-leading support.
Role Description This is a full-time, on-site Customer Service Specialist role based in Akron, OH. The Customer Service Specialist will serve as a primary point of contact for Public Safety and commercial clients, responding to inquiries by phone, email, and online channels. Day-to-day responsibilities include handling service requests and repair status updates, scheduling and coordinating shipments or drop-offs, and providing clear guidance on repair processes, timelines, and options. The role will involve documenting customer interactions in a CRM system, tracking issues to resolution, and following up to ensure high satisfaction. The Customer Service Specialist will collaborate closely with technicians, sales, and training teams to relay accurate information, manage expectations, and support a smooth end-to-end customer experience.
Qualifications
- Strong customer-facing skills, including Customer Service and Customer Support in a fast-paced environment.
- Ability to drive positive outcomes in Customer Satisfaction and Customer Experience, with a focus on relationship-building and follow-through.
- Professional Phone Etiquette and clear written and verbal communication skills.
- Proficiency with basic office software and CRM or ticketing systems.
- Ability to prioritize multiple requests, stay organized, and maintain attention to detail.
- Comfort learning technical concepts; interest in drones, technology, or Public Safety is a plus.
- Previous experience in a service, repair, or technical support environment is preferred.
- High school diploma or equivalent required; additional education or relevant certifications are a plus.