Customer Service Representative

Astrophysics Inc. is a global leader in X-Ray security inspection systems, dedicated since 2002 to making the world safer through advanced screening technology. Our systems protect critical infrastructure in over 150 countries, serving airports, government buildings, military bases, and more. We are a fast-growing, dynamic company seeking a Customer Service Representative to join our headquarters in City of Industry, CA.

Job Summary:

The Customer Service Representative provides support to customers throughout the service process. This position handles incoming requests, gathers information needed to address service issues, coordinates communication with internal teams, and keeps customers informed from initial contact through resolution.

Essential Functions:

• Serve as a primary customer contact for service-related questions, concerns, and requests received through telephone, email, and other communication channels.
• Assess customer needs and obtain relevant details to determine the appropriate next steps, including product information, serial numbers, contact information, and descriptions of reported issues.
• Create, update, and maintain customer service cases in the company’s CRM system, ensuring records accurately reflect the status and history of each request.
• Coordinate with technicians and internal departments to facilitate timely responses, service appointments, claim resolution, and other customer needs.
• Take ownership of assigned customer issues by monitoring outstanding items, initiating follow-up as needed, and helping ensure requests are addressed within expected timeframes.
• Communicate service updates, scheduling information, and resolution details to customers in a clear, courteous, and professional manner.
• Review unresolved or delayed service matters and escalate issues to the appropriate team member or supervisor when additional support or intervention is required.
• Conduct outbound calls and customer follow-ups, including post-service or post-installation outreach, to confirm satisfaction and identify unresolved concerns.
• Maintain accurate documentation of customer interactions, service activity, and case outcomes to support continuity of service and internal communication.
• Assist with identifying recurring customer concerns and service issues by communicating trends, customer feedback, and significant service problems to management and relevant departments.
• Follow all applicable Quality Management System documents (ISO9001:2000); work in compliance with the Quality Policy and to ensure that the Quality Objectives are met.

Education and Experience:

• Associate’s Degree
• Previous experience in customer service, call center operations, or a related service environment.
• Experience using CRM platforms such as HubSpot.
• Strong verbal and written communication skills.
• Excellent organizational skills.
• Bilingual in Spanish is a plus.

Position Type/Expected Hours of Work:

• Non-exempt
• Full-Time
• Hours: 8am – 5pm
• (Hours subject to change depending on the needs of the business)

Benefits & Perks:

• Excellent medical, dental and vision benefits
• 401K plan with 4% employer match
• 11 paid holidays, 10 PTO days
• Free donuts on Fridays, company luncheons and year end party!

Be part of a meaningful security mission with opportunities for personal and professional growth and development. Join our Astrophysics family today!

Equal Opportunity Employer

Astrophysics Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. For accommodation requests, please contact Human Resources at (909) 598-5488.

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