Customer Care Specialist Temp

Job Summary

The Customer Care Coordinator (TEMPORARY HIRE) is responsible for providing exceptional service to customers by addressing inquiries, resolving issues, and ensuring a positive experience. This role requires strong communication, problem‑solving, and a customer‑first mindset to support customers across channels such as email, phone, and live chat. The role will also collaborate with internal teams to resolve complex issues and enhance satisfaction.

This position is on‑site at our Doble location in Accident, Maryland and reports to the Service Department Manager.

• Initial point of contact responding to customer inquiries promptly via phone, email, live chat, or other channels.
• Support RMA product return authorization numbers to customers.
• Address a variety of customer issues, including product inquiries, order status, returns, troubleshooting, and account management.
• Resolve complaints or issues professionally, efficiently, and empathetically, aiming for first‑contact resolution.
• Provide clear, accurate, and helpful information regarding products, services, policies, and procedures.

• Investigate and resolve complaints, collaborating with internal stakeholders as necessary.
• Document and track interactions, issues, and resolutions in customer service software.

• Ensure a high level of satisfaction by handling inquiries and complaints effectively and professionally.
• Monitor feedback, identify recurring issues, and collaborate with relevant teams to drive improvements.
• Follow up with customers to confirm resolution and satisfaction.

• Collaborate with sales, marketing, operations, and other departments to address customer needs and deliver seamless service.
• Provide feedback on common pain points and suggestions for process improvements.

• Maintain accurate records of interactions, issues, and resolutions.
• Track key performance metrics such as response time, resolution time, and customer satisfaction.
• Generate reports on trends, common issues, and service levels to support continuous improvement.

• Experience with technical support or troubleshooting is a plus.
• 3 to 5 years of direct customer interface/customer service/call center or equivalent experience.

• Proven experience in a customer service or support role, preferable in a fast‑paced industry.
• Strong verbal and written communication; ability to explain complex concepts clearly.
• Excellent problem‑solving abilities and customer‑first attitude.
• Ability to multitask and manage multiple inquiries simultaneously.
• Familiarity with software and customer support tools (e.g., Salesforce).
• Strong attention to detail and effective time management.
• Positive, friendly, professional demeanor.
• Ability to work independently and as part of a team.
• Ability to work in an office environment.

• Knowledge of the company's industry or product line when relevant.

Employees often stand, sit, use computers, read, write, type, use copy machines, file paperwork, use telephones, and communicate orally with clients, co‑workers, and customers. Reasonable accommodations may be made. Must lift up to 30 pounds; assistance required for 50 pounds or more.

Actual base salary will be determined based on location, level, qualifications, and training experience.

Temp Duration Pay: $38,937.00

We are an Equal Employment Opportunity employer. All qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability, protected veteran status, or any other protected characteristic, are strongly encouraged to apply.

The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination by employers, in compensation and employment opportunities, against qualified individuals with disabilities who, with or without reasonable accommodation, can perform the "essential functions" of a job. A function may be essential for a variety of reasons, including the job’s purpose, the employee’s expertise, or limited staffing.

Applicants must be authorized to work in the United States. Doble Engineering does not sponsor or accept employment visas.