Customer Service and Retention Specialist

Job Title: Customer Service & Account Retention SpecialistLocation: Chatsworth, In-personJob Type: Full-time, Monday-Friday 8am- 5pmPay rate: $25- 35/ hour (DOE)Company Overview:At Micro Quality Calibration (MQC), we are a trusted leader in precision calibration services, known for delivering high-quality results and exceptional customer service. We've built long-standing partnerships across industries including aerospace, defense, and medical by maintaining rigorous standards and a commitment to excellence. As a growing, team-oriented company, we invest in our people and provide opportunities for development and advancement from our modern Chatsworth facility.Position Overview:We are seeking a Customer Service & Account Retention Specialist to serve as the primary point of contact for customers while supporting account growth and retention initiatives. This role is critical to ensuring a seamless customer experience, strengthening client relationships, and identifying opportunities to support both new and existing accounts.Responsibilities:Serve as the primary contact for customers via phone and email, providing timely and professional communicationAddress inquiries related to services, pricing, documentation, and order status while ensuring a high level of customer satisfactionPrepare, issue, and follow up on customer quotations in accordance with company proceduresReview and process customer purchase orders for accuracy and alignment with quoted servicesCoordinate customer requests, including scheduling, documentation, shipping, and service needsBuild and maintain strong relationships with new and existing customers to support long-term retentionProactively follow up with clients to ensure satisfaction, resolve concerns, and identify service needsAssist in onboarding new accounts, ensuring a smooth transition and clear understanding of servicesIdentify opportunities to upsell or cross-sell services based on customer needsMonitor customer activity and escalate potential at-risk accounts to support retention effortsMaintain accurate records of customer interactions, order details, and service history in internal/CRM systemsSupport data entry, invoicing research, filing, and general administrative tasks as neededCollaborate with laboratory, sales, and operations teams to ensure efficient workflows and support account growth initiativesRequirements and Skills:3-5 years of customer service, account management, or administrative experience preferredHigh school diploma or equivalent requiredProficiency in Microsoft Office (Word, Excel, Outlook) and typing 40+ WPMStrong attention to detail, communication, problem-solving, and critical-thinking skillsExcellent organizational and time-management abilities with strong multitasking skillsAbility to work independently and collaboratively in a team environmentExperience with CRM systems or account management tools is a plusU.S. citizen or permanent resident status requiredBenefits: MQC offers comprehensive benefits includingBenefits: Medical, dental, vision, life insurance; 401(k) w/ 4% match; paid vacation.Incentives & Recognition: Referral bonuses, birthday perks, team appreciationWorkplace Culture: Daily coffee, Friday donuts, monthly lunches, holiday events, team outings.We are an Equal Opportunity EmployerMQC is an Equal Opportunity and Affirmative Action Employer.