Customer Service RC Technical Expert

Job Title: Customer Service RC Technical Expert

Reports to: Customer Service Manager, Customer Service Shift leads

FLSA Status: Non-Exempt

Classification: Full-Time (Approx. 40 hours/week; schedule subject to change)

Core Requirement: Significant hobby industry experience and/or extensive hands-on RC (Remote Control) expertise is strictly required.

Job Summary

As a Customer Service RC Technical Expert at AMain Inc., you will be the premier point of contact and technical voice for our passionate global community. Interacting via phone, email, SMS, and live chat, you will deliver world-class customer support, troubleshoot complex RC electronics and mechanical issues, and provide innovative product solutions. The ideal candidate blends exceptional, proactive communication skills with deep, specialized RC knowledge to guide, support, and inspire our customers.

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Key Responsibilities:

Technical Support & Customer Experience

· Expert Troubleshooting: Diagnose technical issues, answer product compatibility questions, and offer knowledgeable advice across a vast catalog of RC cars, aircraft, and hobby electronics.

· Omnichannel Engagement: Deliver friendly, highly professional, and timely assistance across various digital systems (phone, live chat, email, and SMS).

· Solution-Oriented Resolution: Proactively research, identify, and resolve customer issues regarding order details, product discrepancies, account situations, and warranty inquiries.

RMA & Financial Adjustments

· Returns & Claims: Investigate return inquiries, issue Return Merchandise Authorization (RMA) numbers, and process customer refunds, credits, or exchanges based on established company guidelines.

· Database & Quality Auditing: Physically verify product specifications or discrepancies in the warehouse when needed, and assist with inventory corrections.

Insights & Collaboration

· Trend Detection: Recognize and document recurring product issues or customer service trends, proactively alerting the CS Manager.

· Process Improvement: Actively contribute ideas for workflow efficiency, organization, and better customer satisfaction strategies.

Ad-Hoc & Secondary Duties (As Needed)

· Prepare and convert vendor returns, reconcile return discrepancies, or make outbound sales calls.

· Assist the warehouse team with Inventory Quality Control, item location checks, or returning restocked merchandise to shelves.

· Front Desk Backup: Seamlessly step in to support the Front Desk Liaison when required. This includes welcoming visitors, processing local walk-in orders, handling localized distribution center fulfillment/returns, and coordinating on-site needs for remote teams using Zendesk, Outlook, and Teams.

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Qualifications & Experience

· RC Expertise: Robust, hands-on knowledge of RC vehicles (cars, helicopters, planes, drones) and hobby electronics is absolutely necessary.

· Language & Communication: Strong written and verbal communication. Able to compose routine reports, write clear customer correspondence, and present effectively to internal teams or customer groups.

· Mathematical Skills: Practical knowledge of basic business mathematics (calculating percentages, ratios, decimals, and whole numbers) and interpreting simple visual data.

· Technical Proficiency: Computer literate with the ability to easily learn new platforms. Prior experience with MS Office (Word, Excel) is required; experience with ticketing systems (such as Zendesk) is highly valued. Typing speed of at least 30 WPM is required.

· Core Competencies: Extreme attention to detail, exceptional multitasking ability, and a collaborative, positive team spirit in a fast-paced environment.

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Physical Demands & Work Environment

· Physical Agility: Frequently required to sit and use hands/fingers for computer-based work. Occasionally required to stand, walk, bend, reach, stoop, kneel, crouch, crawl, and climb or balance on ladders.

· Stairs & Lifting: Must be comfortable climbing warehouse stairs frequently (at least twice a day) and capable of occasionally lifting and moving up to 50 lbs.

· Sensory Demands: Clear hearing and talking are essential for customer phone support. Additionally, a normal sense of smell is occasionally required to physically verify and diagnose burnt electronics.

· Work Environment: Primarily a professional office environment, with occasional physical tasks inside the active distribution center.

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