{"id":2359980,"url":"https://alion.io/job/faac-technologies-senior-customer-service-representative","title":"Senior Customer Service Representative","company":{"id":692014,"name":"FAAC Technologies","domain":"faactechnologies.com","url":"https://alion.io/company/faactechnologies","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":{"grade":"B","score":75,"open_postings":8,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":29,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Rockledge, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":66000,"max_usd":142000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":639},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-10-12T14:24:30Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-13T09:24:39Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Senior Customer Service Representative\nThe Senior Customer Service Representative serves as a primary point of contact for customers and supports the Customer Service team with complex issues, consistent processes, and timely order fulfillment. This role coordinates with internal departments to resolve concerns, maintain accurate records, and deliver responsive service.\nCustomer Service and Order Responsibilities\nRespond promptly to incoming calls and inquiries, identify customer needs, and resolve or direct questions and concerns to the appropriate person or department. \nPrepare quotes and create or revise orders based on customer needs and Account Manager specifications. \nMaintain accurate customer, order, and sales records in ERP systema (SAP), and other applicable systems, including current tax exemption certificates. \nCoordinate with Sales, Marketing, Production, and Service to support customers from the initial sale through delivery. \nAssist the Production Manager in maintaining shipping schedules and communicating lead times. \nReview orders and charges against company purchase orders for accuracy; verify drawings, requisitions, purchase orders, and catalogs when preparing sales orders and related documentation. \nPrepare information sheets, installation calculation sheets, lot order forms, and print requests as needed, and provide sales data reports upon request. \nSenior Team Support Responsibilities\nServe as a senior resource to the Customer Service team by answering process and system questions and providing day-to-day guidance. \nHelp coordinate workload and team coverage so inquiries, orders, and follow-up activities are handled accurately and on time. \nAssist with onboarding and training new team members on procedures, systems, customer service standards, and company processes. \nCoach and mentor Customer Service Representatives through knowledge sharing and practical feedback that strengthens product knowledge, communication, and problem-solving skills. \nHandle escalated customer concerns in collaboration with internal departments and communicate progress and resolutions to customers and stakeholders. \nMonitor customer issues and orders, follow up on outstanding items, and provide timely status updates. \nIdentify recurring issues and process gaps and recommend improvements to service quality and efficiency. \nPartner with management to reinforce team expectations, recognize development opportunities, and support a collaborative, accountable team environment. \nAssist management with customer service reporting, documentation, special projects, and departmental initiatives as needed. \nQualifications\n5 + years of customer service experience, preferably in a manufacturing or production environment. \nHigh school diploma or GED; some college preferred. \nProficiency with SAP or similar ERP systems preferable, Microsoft Office, including Excel, PowerPoint, Word, and Outlook. \nStrong verbal and written communication skills and the ability to build trust through clear communication and follow-through. \nAbility to evaluate and troubleshoot customer issues, resolve conflicts, negotiate solutions, and follow up through resolutions. \nCustomer-focused approach with empathy, responsiveness, patience, and attention to detail. \nAbility to work independently and adapt to changing priorities in a fast-paced environment.","description_format":"text","description_chars":3369,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Access Control & Alarm Systems","Building Automation & Controls"],"lifecycle":[{"event":"open","at":"2026-10-12T15:38:49Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":29,"reasons":["conf:2","win:early"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/faac-technologies-senior-customer-service-representative","json_url":"https://alion.io/job/faac-technologies-senior-customer-service-representative.json","meta":{"generated_at":"2026-10-13T10:14:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15647,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":692014},"rest":"https://alion.io/mcp/rest/get_company?id=692014"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffaac-technologies-senior-customer-service-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffaac-technologies-senior-customer-service-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffaac-technologies-senior-customer-service-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/faac-technologies-senior-customer-service-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffaac-technologies-senior-customer-service-representative"}]}