Customer Service Technician (berkeley)

REL Acoustics, a United Kingdom–based manufacturer of award-winning high-end sub-bass systems and subwoofers for use in two-channel and home theatre systems for over 20 years, is seeking to hire a Technical Customer Service Representative. This full-time position with benefits is located at REL Acoustics’ U.S. headquarters in Berkeley, California. The primary focus of this position is to deliver world-class customer service and technical support to REL customers and dealers via telephone, email, chat, and forums. The representative will help troubleshoot installation and product performance questions, ensuring customers achieve the best possible listening experience. REL provides thorough technical training on our products, giving the candidate the tools to be successful. In addition to supporting customers, the role includes hands-on responsibilities such as inventory management, order processing, quality testing, and shipping/receiving of subwoofers and parts. A successful candidate will be flexible, detail-oriented, and able to thrive in a fast-paced environment. Strong written and verbal communication skills, a passion for helping people, and an appreciation for quality high-end products are essential. Candidates must be able to work well under pressure, complete daily tasks with minimal supervision, and follow established processes to ensure consistent customer satisfaction. Duties & Responsibilities Customer Experience & Technical Support • Provide exceptional customer service while troubleshooting setup, installation, and product performance issues. • Guide customers through best practices for integrating REL subwoofers into their systems. • Diagnose potential technical issues and determine when replacement parts or repairs are needed. • Respond to inquiries from audiophiles and passionate customers with professionalism and empathy. • Escalate complex or high-value opportunities to the Director of Sales or leadership. • Guide customers and dealers through the entire service process, ensuring clear updates, proactive communication, and a positive experience from initial inquiry through resolution. Support Ticket & Call Management • Manage an average of 10+ daily support tickets spanning technical, warranty, policy, and repair needs. • Resolve approximately 75% of inquiries in a single interaction. • Take ownership of customer issues from start to finish, ensuring timely follow-up and resolution. • Handle 1–15+ inbound calls per day across a wide range of customer types and concerns. • Accurately log all customer activity and interactions in CRM software, ensuring proper documentation for follow-up and future reference. • Create sales orders for warranty or service repair parts and coordinate timely fulfillment. Inventory, Shipping & Quality Control • Safeguard and maintain accuracy of inventory, including subwoofers, parts, and supplies. • Pack and ship subwoofers, replacement parts, and accessories for both domestic and international customers. • Receive and process inventory, including returns, damaged units, and shipping supplies. • Test units for quality control, including proper classification of inventory based on results • Maintain warehouse cleanliness and organization, including proper disposal of e-waste, recyclables, and packaging materials. CRM & Sales Support • Track dealer referrals and provide leadership with performance metrics. • Document customer journeys clearly to ensure consistency in follow-up and support. • Build effective relationships with customers and potential customers by actively listening to needs and offering tailored solutions. • Other duties as required to support small customer service/operations team Qualifications & Core Competencies • Customer Focus: Excellent customer service skills with the ability to communicate clearly and empathetically with people from diverse backgrounds. • Technical Aptitude: Ability to understand, explain, and troubleshoot audio products and systems. • Communication: Strong verbal and written communication skills, including technical explanations for non-technical users. • Problem-Solving: Identifies and resolves issues promptly; gathers and analyzes information skillfully; develops alternative solutions; works collaboratively. • Organization & Detail Orientation: Strong organizational skills with acute attention to detail; able to manage multiple priorities and workflows. • Teamwork & Independence: Ability to work independently while also collaborating effectively with sales, warehouse, and leadership teams. • Professionalism & Integrity: Positive attitude, strong ethics, reliability, and commitment to delivering excellent service. Desired Experience • Prior experience in customer service, technical support, or a related role, preferably in consumer electronics or audio. • Familiarity with CRM systems, ticketing platforms, or Excel for tracking customer activity. • Experience in shipping/receiving, warehouse operations, or inventory management is a plus. • Interest in music, home theater, or high-end audio systems highly desirable. Physical Requirements • Ability to lift and move products weighing up to 70 lbs.