Customer Service Rep

Company Overview

ARA is a leading C5ISR company that designs, manufactures, tests and installs innovative technologies that provide the national security community with unparalleled situational awareness, threat detection, and communications capabilities.

Our disruptive, integrated solutions, assemblies and subsystems rise to the challenging demands of discerning, mission-critical customers.

We leverage our capabilities to meet and exceed the requirements of our customers and empower them to remain ahead of evolving threats and complexities in a dynamic security landscape.

Job Summary

The Customer Service Representative (CSR) supports the sales team by generating quotes from customer inquiries and processing orders. The CSR interacts with other departments in the facility to obtain answers to support questions from customers. The CSR handles all customer issues and inquiries and ensures coordination with the associated sales representative.

Essential Functions

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Open and maintain customer accounts by recording account information
• Create and/or assist with the placement of orders and proposals
• Process opportunities and RMAs from quote through order
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Contribute to team effort by accomplishing related results as needed
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Resolve customer complaints via phone, email, mail or social media
• Answer questions about warranties or terms of service
• Compiles reports on overall customer satisfaction
• Ability to generate, review and send quotes out to customers
• Any other functions as required

Position Qualifications

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Competency Statements

• Adaptability - Adapts to change, open to new ideas and responsibilities
• Communication - Ability to communicate thoughts clearly, both oral and written in an honest, open and timely manner
• Job Knowledge - Understands facets of job, aware of duties and responsibilities, keeps job knowledge current
• Technical Skill - Possesses the knowledge and skills needed to perform a job or role effectively
• Dependability - Meets deadlines, works independently or in a team environment, is accountable, maintains focus, good attendance record
• Quality - Strives to eliminate errors, accurate work is a priority, seeks opportunities to improve products
• Ethics - Honest, accountable, maintains confidentiality
• Initiative / Take Ownership - Takes action, seeks new opportunities, strives to see projects to completion, meaning own your job and see it through
• Decision Making – Problem solve and critical thinking skills, be able to reach a decision, takes thoughtful approach when considering options, seeks input from others, makes difficult decisions 
• Customer Focus - Understands and can meet the needs in a customer-centric (Internal and External) environment and build strong relationships. Promotes a positive image of the company and strives to solve issues raised by customers

Experience and Skills

• Minimum of 2 years in a customer service or sales support role, preferably in a technical or B2B environment.
• Proven experience in creating quotes, processing orders, and handling customer inquiries. 
• Familiarity with CRM software and order management systems is a plus.
• Ability to understand and explain technical products or services to customers. Experience with C5ISR or related industries is an advantage.
• Strong troubleshooting skills with the ability to assess and resolve issues effectively and efficiently.
• Excellent verbal and written communication skills, with the ability to clearly explain technical or complex information to customers.
• Demonstrated ability to build and maintain strong relationships with customers and internal teams.
• Ability to manage multiple inquiries and tasks simultaneously while maintaining high attention to detail.
• Skilled in de-escalating tense situations and turning customer complaints into opportunities for customer satisfaction.
• Strong data entry skills with experience in maintaining accurate and complete records in CRM systems.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and familiarity with customer service tools or CRM software (Salesforce, HubSpot, etc.).
• Familiarity with industry-specific terminology, products, and services is preferred, especially within defense, technology, or related sectors.

Education

• High school diploma or equivalent; college degree a plus

Antenna Research Associates, Inc. and its subsidiaries encourage diversity in the workplace; we are an Equal Opportunity Employer. Race/Color/Gender/Sexual Orientation/Gender/ Identity/Religion/National Origin/Disability/Veteran