Customer Service and Retention Specialist

Job Title: Customer Service & Account Retention Specialist

Location: Chatsworth, In-person

Job Type: Full-time, Monday-Friday 8am- 5pm

Pay 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 communication
• Address inquiries related to services, pricing, documentation, and order status while ensuring a high level of customer satisfaction
• Prepare, issue, and follow up on customer quotations in accordance with company procedures
• Review and process customer purchase orders for accuracy and alignment with quoted services
• Coordinate customer requests, including scheduling, documentation, shipping, and service needs
• Build and maintain strong relationships with new and existing customers to support long-term retention
• Proactively follow up with clients to ensure satisfaction, resolve concerns, and identify service needs
• Assist in onboarding new accounts, ensuring a smooth transition and clear understanding of services
• Identify opportunities to upsell or cross-sell services based on customer needs
• Monitor customer activity and escalate potential at-risk accounts to support retention efforts
• Maintain accurate records of customer interactions, order details, and service history in internal/CRM systems
• Support data entry, invoicing research, filing, and general administrative tasks as needed
• Collaborate with laboratory, sales, and operations teams to ensure efficient workflows and support account growth initiatives

Requirements and Skills:

• 3-5 years of customer service, account management, or administrative experience preferred
• High school diploma or equivalent required
• Proficiency in Microsoft Office (Word, Excel, Outlook) and typing 40+ WPM
• Strong attention to detail, communication, problem-solving, and critical-thinking skills
• Excellent organizational and time-management abilities with strong multitasking skills
• Ability to work independently and collaboratively in a team environment
• Experience with CRM systems or account management tools is a plus
• U.S. citizen or permanent resident status required

Benefits: MQC offers comprehensive benefits including

• Benefits: Medical, dental, vision, life insurance; 401(k) w/ 4% match; paid vacation.
• Incentives & Recognition: Referral bonuses, birthday perks, team appreciation
• Workplace Culture: Daily coffee, Friday donuts, monthly lunches, holiday events, team outings.

We are an Equal Opportunity Employer

MQC is an Equal Opportunity and Affirmative Action Employer.

Company DescriptionMicro Quality Calibration (MQC), established in 1978, is a leading A2LA ISO/IEC 17025-2017 Accredited Metrology lab specializing in calibration, repair, testing, and sales of precision measurement instruments. Serving industries like Aerospace and Medical, MQC is known for quality, customer service, and growth.