Job Description
Job Overview:
Help Us Deliver the “Wow” Factor
At Orbus, our customer promise is simple: “You’ll love doing business with us.” As a Customer Support Associate, you are an ambassador of the company. This is not just a data-entry job- it is a dynamic, fast-paced role where your problem-solving skills directly impact our success and keep our clients smiling.
If you love multitasking, thrive in a vibrant team environment, and get a thrill from turning a challenging situation into a customer win, you will fit right in.
Why You’ll Love this Role
- Direct Impact: You own the customer solution from start to finish, giving you autonomy to make things right.
- Skill Development: Gain mastery over industry-leading CRM, data and Communication tools.
- Collaborative Culture: Work hand-in-hand with manufacturing, sales and logistics teams in supportive environment.
- Clear Goals: Know exactly what success looks like with performance metrics and supportive leadership.
What You Will Do Day-to Day
Be the Ultimate Problem Solver
- Turn Challenges into Wins: Manage customer return cases from initial contact to final resolution, turning everyday issues into seamless, positive experiences.
- Own the Solution: Process credits, replacements, rebills and shipping reroutes with a goal of same-day resolution.
- Keep People Connected: Keep Customers in the loop with clear, proactive updates via phone and email so they always feel supported.
Delivering a Premium Experience
- Connect Authentically: Act as the primary point of contact through phone and email with an energetic focus on live telephone interactions.
- Educate & Grow: Introduce customers to exciting new promotions, product updates, or alternatives that enhance their business.
- Keep Us Moving: Partner with internal production teams to ensure replacement orders are clear, manufactured and shipped on time.
Who You Are
- A Master Multitasker: You naturally prioritize tasks in a fast- moving environment without losing your attention to detail.
- An Active Learner: You enjoy learning new Software and Tools as well as the Orbus product line and manufacturing capability. You also enjoy asking questions and continuously growing your own skill set.
- Reliable and Punctual: You take pride in being there for your team and customers, managing your schedule accurately, completing daily tasks efficiently.
- A Team Player: You bring a solutions-oriented, positive attitude to every phone call and internal meetings.
What It Takes to Succeed
- High Efficiency: Ability to hit an 80% or higher call-answer rate and maintain a high level of accuracy, (error rate of 0.25% or better).
- Communication Skills: Excellent verbal and written skills with a professional, empathetic tone.
- Availability: Ready to start fresh at your scheduled time and open to occasional seasonal overtime to support our peak business periods.
Position Goal: Customers feel supported and confident that Orbus is committed to resolving issues quickly and fairly.
Benefits and Perks
We care about your well-being, your professional growth and your life outside of work. At Orbus, we offer a comprehensive benefits package design to support you and your family.
- Health and Wellness: Comprehensive medical, dental, and vision plans to keep you and your family healthy.
- Financial security: $19.00-$21.00 per hour depending on experience with room for growth based on performance.
- Paid Time Off: Generous PTO package including paid company holidays to help you relax and recharge.
- Work-Life Balance, predictable schedules with standard daytime shifts so that you can plan your life with confidence.
