Customer Service RC Technical Expert

Description: **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. \- Requirements: **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. \- **Qualifications \& Experience** * **RC Expertise**: Robust, hands\-on knowledge of RC vehicles (cars, helicopters, planes, drones) and hobby electronics