CUSTOMER SUPPORT ASSOCIATE

Customer Support Associate

Orbus, a leading and highly successful visual communications builder and designer of hardware and graphics for the exhibit and display industry, is seeking a Customer Support Associate to join our dynamic team. This is an excellent opportunity for someone looking to grow and advance their career in a stable, long-term position.

We are an aggressively growing company and value individuals who are ready to mature and develop alongside our businessand who want to be recognized and rewarded for their positive contributions.

The Customer Support Associate is a key ambassador of Orbus, responsible for delivering exceptional customer experience at every touchpoint. This role ensures that all customer interactions are handled professionally, accurately, and in alignment with our Customer Promise: "You'll love doing business with us."

The ideal candidate is highly organized, personable, and thrives in a fast-paced environment. This individual enjoys multitasking, is flexible in adapting to changing priorities, and manages time efficiently while maintaining attention to detail.

This is an on-site position. Starting pay is $18.00 per hour with potential for $20.00 after 90 days. We strongly encourage applications from recent graduates. This is a great opportunity to gain hands-on experience, develop your skills, and grow your career with us.

Key Responsibilities

Serve as a primary point of contact for Orbus customers, delivering timely, accurate, and professional support via phone, live chat, email, and other communication channels, with an emphasis on increased telephone interaction

Provide assistance with customer inquiries including, but not limited to, quotes, order placement, order changes, product questions, pricing, and general account support

Accurately enter, update, and manage customer orders and order changes, ensuring completeness, correctness, and adherence to internal processes and timelines

Learn and become proficient in required software and applications, including but not limited to Lift, CRM systems, and Case Management tools, to effectively support customer needs

Manage customer cases from initial inquiry through resolution, ensuring timely follow-up and clear communication throughout the process

Proactively communicate with customers regarding order status, updates, promotions, and relevant marketing messages to enhance engagement and overall customer satisfaction

Collaborate with internal teams to resolve issues efficiently and support seamless order fulfillment

Maintain organized, accurate customer and order records within internal systems

Consistently delivers excellent customer experience by providing prompt, courteous, and solutions-oriented responses aligned with our Customer Promise

Traits & Role Requirements

Organization & Multitasking

Demonstrates strong organizational skills, including effective management of company email to keep drafted orders, cases, returns, and escalations well-organized for clear internal and external communication

Completes all assigned work, including orders and cases, prior to the end of each workday to support customer expectations and on-time manufacturing

Effectively multitasks and prioritizes workload in a fast-paced environment while maintaining accuracy and attention to detail

Time Management & Availability

Maintains availability in Ring Central for direct calls and transfers, including:

Achieving a call answer rate KPI of 80% or higher

Accepting calls from the queue as required

Clocks in on time via ADP desktop and is fully prepared to begin work at the scheduled start time; accurately clocks in and out to ensure shifts are documented and compensated correctly

Works overtime only when approved in advance; additional overtime may be required during peak seasons as communicated by a manager or supervisor

Manages unplanned PTO to no more than six occurrences within a rolling 12-month period

PTO requests submitted at least 48 business hours in advance are considered planned; two weeks' notice is strongly encouraged

Learning & Engagement

Actively participates in all required training

Takes ownership of ongoing learning by asking questions, taking notes, and requesting additional training when needed

Applies new knowledge quickly to improve performance and customer experience

Quality, Accuracy & Proactive Go-to-Market Reinforcement

Consistently delivers high-quality work, maintaining a case error rate KPI of 0.25% or better

Demonstrates accountability and attention to detail in all customer interactions and system entries

Is proactive, and reinforces approved and trained-upon go-to-market initiatives and messaging to support client education, leading to increased touch points, up-sell and cross-sell opportunities

Daily Responsibilities

Customer Communication & Support

Order Processing & Changes

Quotes & Value Positioning

Returns & Service Resolution

Digital Enablement & Self-Service Guidance + Proactive Outreach & Engagement

Education & Qualifications

While we value formal education, we also recognize that the skills needed to succeed in Customer Success are often built through hands-on experience. Our Customer Success Representatives have a high school diploma or equivalent, and many candidates also bring additional education such as an associate's or bachelor's degree.

A college degree is not required for this role, but is a plus.

Ultimately, we are looking for someone who brings the right mix of communication skills, organization, problem-solving ability, and a customer-first mindset.