Service Desk Specialist

Aston Carter•Waukegan, IL

2d•$25 - $25•Onsite

About The Position

This role serves as the central hub for inbound customer communication, acting as the first point of contact for calls and emails and ensuring each customer quickly reaches the right solution. You will handle a high volume of customer interactions, perform light troubleshooting on rented environmental and safety equipment, and coordinate with technical experts and internal teams to resolve issues efficiently. The position suits someone who is bright, resourceful, technically curious, and energized by a fast-paced, customer-driven environment where no two calls are the same.

Requirements

Strong verbal and written communication skills with the ability to listen, clarify information, and prioritize customer needs.
Proven comfort handling a high volume of inbound calls and emails in a fast-paced environment.
High level of organization and attention to detail, especially when documenting customer interactions and equipment information.
Ability to learn technical products and explain next steps or basic troubleshooting steps clearly to customers.
Proficiency with business systems such as ERP platforms, ticketing systems, and multi-line phone systems.
Demonstrated customer service skills, including professionalism, patience, and a solutions-focused mindset.
Competence in data entry with accuracy and speed.
Experience using Microsoft Office, including working with Excel databases.
Strong phone etiquette and ability to manage a switchboard or multi-line phone system.
Ability to remain composed under pressure and manage multiple tasks simultaneously.

Nice To Haves

Some technical background or education in Environmental Science, Chemistry, Industrial Hygiene, or related fields.
Experience in customer support, dispatching, call-center environments, or technical service coordination.
Interest in safety, environmental monitoring, or industrial equipment and their applications.
Familiarity with environmental science concepts, use of environmental instruments, and related technologies.
Experience working with ticketing systems and ERP platforms in a service or operations environment.
Demonstrated ability to think quickly, problem-solve, and adapt to changing priorities.
Intellectual curiosity and an interest in understanding how equipment and systems work.
Resourceful mindset with the ability to find answers, leverage available tools, and move issues forward without constant supervision.
Business-minded approach, recognizing how excellent service supports strong customer relationships and long-term partnerships.
Desire to learn an industry deeply and grow within a technical, knowledge-driven organization.
Enjoyment of roles where each interaction is different and daily work offers variety.

Responsibilities

Serve as the primary point of contact for inbound customer calls and emails, handling approximately 40 customer interactions per day.
Answer incoming calls using a multi-line switchboard, clearly identify customer needs, and prioritize requests based on urgency and complexity.
Listen carefully to customer questions, complaints, and service requests, and triage issues efficiently to ensure timely and accurate responses.
Perform light troubleshooting related to rented environmental and safety equipment to help customers resolve basic issues on the spot.
Escalate complex or highly technical cases to the appropriate technical experts when additional support is required.
Create, update, and track customer requests using the company’s ticketing system to ensure issues move toward resolution without delays.
Use the ERP system to document customer interactions, equipment details, and status updates with a high level of accuracy and detail.
Develop a working knowledge of rental equipment and applications, including gas detection, air sampling, noise monitoring, and environmental instruments.
Collaborate closely with technical support, operations, logistics, and sales teams as part of ongoing cross-training initiatives.
Maintain a professional, calm, and solutions-focused demeanor, even during urgent situations or periods of high call volume.
Practice strong phone etiquette and clear communication to create a positive and professional customer experience.
Perform accurate data entry related to customer accounts, equipment information, and service activities using Microsoft Office, Excel databases, ERP, and ticketing tools.
Contribute to a collaborative, knowledge-sharing culture by proactively learning and sharing information about products, systems, and processes.