After-Sales Customer Support Specialist

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After-Sales Customer Support Specialist – Power Tools (Phone Support) Tier 2

ContactUs Communications is expanding and seeking After-Sales Customer Support Specialists to support an exciting client program. These roles are straightforward and ideal for individuals who are comfortable with computers, enjoy helping customers, and can navigate systems efficiently. If you’re detail-oriented, customer-focused, and enjoy problem-solving, this could be a great fit.

Location

Onsite:
111 Roberts Rd, Suite 400
Grindstone, PA 15442

Training & Schedule

• Training Start Date: March 30, 2026
• Training Hours: Monday–Friday, 9:00 a.m. – 5:30 p.m. EST (subject to change)
• No weekends required

Position Overview

We are launching support for a well-established Power Tools and Accessories program that has been successfully supported by a legacy provider for over 30 years. As we transition this program, we are building a high-performing team focused on delivering knowledgeable, consultative after-sales phone support to customers.

This is an inbound, phone-based role responsible for assisting customers with product usage questions, accessory compatibility, application guidance, and basic troubleshooting.

While prior power tool experience is not required, candidates with product familiarity are strongly encouraged to apply. We are seeking individuals who demonstrate strong learning agility, mechanical curiosity, and the ability to confidently guide customers through resolution over the phone.

Key Responsibilities

• Provide professional after-sales support vis inbound phone calls
• Guide customers through:

• Basic troubleshooting steps
• Product usage clarification
• Accessory compatibility questions
• Application recommendations based on customer needs

• Ask structured diagnostic questions to determine root cause
• Clearly explain step-by-step solutions in simple, customer-friendly language
• Educate customers on safe and effective product use
• Accurately document all interactions in CRM systems
• Participate in structured product training and certification programs
• Support knowledge retention efforts during program transition

✅ Required Qualifications

• High school diploma or GED required (some college preferred)
• 6–12 months of technical support, call center, or customer service experience preferred
• Strong computer skills with the ability to navigate multiple systems efficiently
• Critical thinking skills and attention to detail
• Typing speed of at least 25 WPM
• Strong verbal communication and active listening skills
• Ability to remain calm and professional in fast-paced or challenging situations
• Proficiency with computers, phone systems, and Microsoft Word & Excel
• Must be:
  • 18 years of age or older
  • Authorized to work in the United States
  • Able to pass a criminal background check

✅ Preferred Qualifications

• Knowledge of power tools, accessories, and common applications (professional or DIY)
• Hands-on experience using power tools in work or personal projects
• Retail experience in hardware, tools, or specialty equipment
• Prior technical support or customer service experience
• Vocational, trade school, or mechanical coursework
• Experience in equipment rental, automotive, construction, or related industries

Performance Expectations

• Reliable attendance and punctuality
• Adherence to scheduled shifts, breaks, and lunches
• Consistent achievement of quality and efficiency standards

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement:

ContactUs is an equal opportunity employer. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.

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