Customer service specialist

Customer Service Representative Location: Tampa, FL 33619 | Type: Full-Time (On-site Career)

When a massive industrial laser or robotic welder stops working, an entire factory shuts down. That's where you come in.

We supply and service high-performance equipment across the country. As our Customer Service Representative, you are the critical link between frustrated equipment operators and the solutions that get their factories back online.

No script-reading. No passing the buck. Just fast, empathetic, real-world problem solving.

Key Responsibilities

• Answer Inbound Calls: Handle parts orders, service scheduling, billing questions, and emergency support calls with professionalism and urgency.
• Triage "Machine Down" Emergencies: Immediately gather critical details (part numbers, model info, symptoms) and escalate urgent issues to technicians to cut customer downtime.
• Warm Transfer: Pass callers to Parts, Service, or Accounting with complete context-customers never repeat themselves.
• Log CRM Records: Accurately document every interaction in our CRM (SuperOffice) to keep teams aligned.
• De-escalate & Resolve: Turn frustrated callers into loyal partners through calm listening, ownership, and clear follow-through.

What We Want

• Great, confident phone voice with excellent listening skills.
• Ability to talk, type, and navigate CRM software simultaneously.
• High attention to detail (part numbers and customer account specs matter).
• A clear track record of personal accountability and follow-through.
• Willingness to learn-no technical or machinery background required (we fully train on equipment terminology).

Qualifications

• High School Diploma or equivalent required.
• Customer service or call center experience preferred.
• Basic computer literacy and comfort using CRM tools.

salary: $21 - $23 per hour
shift: First
work hours: 8 AM - 5 PM
education: Associate

Responsibilities

• Answer inbound calls promptly and professionally, using Capital Machine's standard greeting and phone etiquette
on every call.
• Listen actively to identify the type of call - emergency/machine down, parts and tooling, service and repair,
shipping and delivery, or invoice and billing - and follow the correct protocol for each.
• Collect complete and accurate information on every call, including customer name, company, callback number,
account number, and a clear description of the need, before taking further action.
• Recognize urgency - particularly "machine down" situations - and escalate immediately to the appropriate
manager, technician, or department.
• Log every call, ticket, and customer interaction accurately in the CRM system (SuperOffice) so nothing is lost
between departments.
• Set clear expectations with customers on next steps and timeframes, and follow through so no call ends without a
resolution path.

What We're Looking For
• A great, confident phone voice and the ability to communicate clearly and warmly with customers over the phone.
• Genuine empathy - someone who can hear frustration or urgency in a customer's voice and respond with patience
and care, not just a script.
• Sharp attention to detail; comfortable accurately capturing names, part numbers, model numbers, and other
specifics that matter downstream.
• A sense of pride and passion in the work, no matter how small or routine a task may seem - every call matters.

The essential functions of this role include:

• working in a smoke free environment

Skills

• CRM (2 years of experience is required)
• First point of contact (2 years of experience is required)
• Customer satisfaction (2 years of experience is required)
• Administrative Duties (2 years of experience is required)
• High call volume (2 years of experience is required)
• Service calls (2 years of experience is required)
• dispatching (1 year of experience is required)
• Reliability (3 years of experience is required)
• Microsoft Excel (1 year of experience is required)
• Customer Relationship Management (2 years of experience is required)
• Scheduling Service (2 years of experience is required)
• Customer resolution (2 years of experience is required)
• Genuine empathy (3 years of experience is required)

Qualifications

• Years of experience: 4 years
• Experience level: Experienced

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact View email address on click.appcast.io.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.