Granite State Manufacturing (GSM) is a small business contract manufacturer providing complete in-house capabilities, including machining, US Navy-certified welding, wiring, assembly, and testing. GSM-built equipment is on every US Navy submarine. From prototype to production runs, GSM has the technical depth, program management, and manufacturing expertise to deliver performance-critical solutions. GSM has 5-axis machining up to 33ft long or 82in diameter and welding up to 35,000lbs.

About The Role

We are seeking a dedicated and proactive Remote Customer Service Representative to join our Customer Support team. In this role, you will be responsible for delivering exceptional customer experiences and addressing inquiries and concerns efficiently. As the first point of contact for our customers, you will ensure their satisfaction through professionalism, empathy, and problem-solving skills, all while working in a fully remote capacity. This is an hourly, full-time position, and fluency in English is required to excel in this role.

What You'll Do

• Respond promptly to customer inquiries via email, chat, and phone, delivering excellent service.
• Identify and resolve customer issues by diagnosing problems, providing solutions, and escalating when necessary.
• Maintain a positive and professional attitude while representing the company’s brand and values.
• Accurately document customer interactions and update records in the company’s database.
• Collaborate with other departments to provide swift issue resolution for customers.
• Proactively follow up with customers to ensure their needs are met and satisfaction is achieved.
• Stay up-to-date on company products, services, policies, and procedures to provide accurate information.
• Meet or exceed established performance metrics, including response time and customer satisfaction ratings.

Qualifications

• Fluency in English, both written and verbal, with excellent communication skills.
• Previous experience in a customer service role, preferably in a remote environment.
• Strong problem-solving skills and the ability to think critically under pressure.
• Proficiency in using customer support tools and software (e.g., CRM systems, chat platforms).
• Ability to work independently with minimal supervision in a remote setting.
• High-speed internet connection and a dedicated, distraction-free workspace.
• Flexible availability to work full-time, including possible shifts during weekends or holidays.
• A customer-focused mindset with exceptional interpersonal and organizational skills.

MUST BE AUTHORIZED TO WORK IN THE UNITED STATE OF AMERICA