Customer Success Assistant
Hitachi CMA Call / Chat Administrator (Remote), adapting the provided template to align with Hitachi CMA's context (a company associated with Hitachi Construction Machinery Americas or similar, focused on customer engagement in heavy equipment/construction sectors). I've kept the structure professional, emphasized remote aspects, and incorporated details from the original Customer Success Assistant posting (e.g., $26–$36 USD/hour, US remote, support for customer inquiries via chat/email).
Call / Chat Administrator (Remote)
Company: Hitachi CMA
Location: Remote (United States only)
Job Type: Full-Time
Compensation: $26–$36 USD per hour (competitive, based on experience)
About Hitachi CMA
Hitachi CMA is part of the Hitachi Construction Machinery group, a global leader in innovative construction and mining equipment solutions. We deliver precision-engineered machinery and exceptional customer support to help build the future of infrastructure and industry. As a remote-first team, we're seeking a reliable Call / Chat Administrator to handle inbound communications and contribute to outstanding customer experiences for our clients and partners.
Key Responsibilities
Professionally manage incoming calls and live chat inquiries related to customer support, equipment inquiries, service coordination, and account assistance
Respond promptly and accurately to emails, messages, and chat requests using approved scripts, guidelines, and company knowledge base
Schedule service appointments, demos, or follow-ups and route specialized requests (e.g., technical, parts, or sales) to the appropriate teams or departments
Maintain detailed, accurate records of all interactions, calls, chats, and resolutions in CRM systems
Provide basic product information, order status updates, and resolve routine customer inquiries efficiently
Escalate complex or technical issues (e.g., equipment diagnostics, warranty claims) according to established procedures
Uphold high standards of customer satisfaction across phone, chat, email, and other channels
Qualifications
High school diploma or equivalent (required); associate's degree or relevant certification preferred
Previous experience in call center, live chat support, customer service, administrative roles, or customer success support (preferred, especially in B2B or technical/industrial environments)
Excellent written and verbal communication skills with a professional, clear, and courteous tone
Comfortable using CRM tools (e.g., Salesforce or similar), chat platforms (e.g., Zendesk, Intercom), phone systems, and basic Microsoft Office/Google Workspace applications
Strong multitasking and organizational skills to thrive in a fast-paced, high-volume remote environment
Reliable high-speed internet connection, quiet dedicated workspace, and ability to maintain focus during shifts
Availability for flexible hours (US time zones preferred)
What We Offer
Fully remote work environment (US-based only)
Competitive hourly pay with potential for performance-based increases
Comprehensive paid training and onboarding on Hitachi CMA products, processes, and tools
Supportive, collaborative team with regular check-ins and resources
Opportunities for long-term growth within customer success, support, or related roles in a global organization
Flexible scheduling to support work-life balance
If you're detail-oriented, customer-focused, and excited to support a world-class brand in construction machinery, apply today!
