Customer Support Representative
4 days ago
At DH Pace Company, we are seeking a highly skilled and customer-focused Customer Support Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers through various communication channels.
Key Responsibilities:- Respond promptly and professionally to customer inquiries via phone, email, and other communication channels.
- Conduct outbound calls for customer follow-ups as needed.
- Assess customer needs to provide the appropriate course of action.
- Schedule and create accurate and complete service tickets for residential and commercial customers.
- Promote all products and services, quoting accurate pricing when appropriate.
- Handle sales of residential operators and coordinate with Dispatch teams to prioritize and fulfill customer requests.
- Meet personal/team critical Key Performance Indicators (KPI's).
- Handle customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution.
- Escalate to management as necessary and update and maintain accurate records of customer interactions in the ERP system.
- Follow communication procedures, guidelines, and policies.
- Continuously seek opportunities to improve the customer experience and streamline processes.
- High school diploma or equivalent with previous experience in customer service or a related field.
- Strong communication skills, both verbal and written.
- Proficiency in Microsoft Office Suite and CRM software.
- Excellent organization and multitasking abilities, and the ability to work independently and collaboratively in a team environment.
- Problem-solving skills and a customer-focused mindset with flexibility to adapt to changing priorities and work schedules.
DH Pace Company is a leading distribution, construction, and service organization offering a complete range of door and door-related products and commercial security products. We have 50+ US offices in 24 states and 2023 company-wide sales of $1 billion. Our benefit offerings include medical, dental, and vision options, paid time off, paid holidays, floating holidays, competitive compensation, and a 401k retirement plan.
We are an equal opportunity employer and welcome applications from diverse candidates. Please note that we do not accept unsolicited resumes from search firms or agencies. Any resume submitted to any employee of DH Pace Company, Inc. without a prior written search agreement will be considered unsolicited and the property of DH Pace Company, Inc.
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