Customer Experience Rep

Duravent Group; Grand Rapids (MI); Remote; USD 22.000 - 30.000; Vollzeit

Benefits dieser Stelle

401(K) with match

Thirteen Paid Holidays

Paid Vacation

Paid Personal Time Off

Medical Insurance

Vision Insurance

Long Term Disability Insurance

Short Term Disability Insurance

Life Insurance

Flexible Spending Accounts

Employee Assistance Plan

Zusammenfassung

Duravent Group is a global HVAC technology leader seeking a Customer Experience Representative to support the Residential Division. This remote role is located near Grand Rapids, MI or Vacaville, CA, with hours that adapt to location.

You will handle a high volume of calls, provide quotes and product information, process orders, and collaborate with internal teams to ensure customer satisfaction and timely delivery.

Qualifikationen

• High school diploma or GED with 5 years in a customer service role.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook); pivot tables and V-lookups a plus.
• Experience with ERP systems, especially Oracle and SAP.
• Current U.S. work authorization without visa sponsorship.

Aufgaben

• Handle a high volume of calls and customer requests for the Residential Division.
• Provide quotes, process orders, and track shipments; escalate issues as needed.
• Collaborate with other departments to expedite orders and resolve problems.
• Maintain knowledge of promotions, price changes, and delivery options.

Kenntnisse

Customer service

MS Office proficiency

Communication

Ausbildung

High school diploma or GED

Tools

Oracle ERP

SAP ERP

Jobbeschreibung

The Duravent Group is a recognized global technology leader in the HVAC industry, first-to-market with innovations in venting systems. Founded in 1956, our $500 million + company is headquartered in Detroit, Michigan, and has 15 locations across Canada, Mexico, and the United States. Duravent leads with best-in-class design and manufacturing capabilities, world-class distribution networks, and customer-first service and support. We ensure quality and drive safety through scientifically proven materials and unequaled engineering.

Duravent acquired Grand Rapids-based Hart & Cooley in 2021. A leader in the HVAC industry since 1901, the Hart & Cooley acquisition brings a legacy of quality and service, robust manufacturing and distribution capabilities, and a suite of trusted brands into the Duravent family.

As a combined company, Duravent is uniquely positioned as the next generation leader in interior climate technology industry. Our team of passionate professionals needs you! Come join us and help us build for the future!

This Role

Our Customer Experience team is seeking a professional Customer Experience (Customer Service) Representative. This will be a remote based role residing within a commutable distance to our Grand Rapids, Michigan or Vacaville, California office. The hours for this role will differ based on candidate location - Michigan hours will be 10 am - 7 pm and California will be 7 am - 4 pm.

What You Will Do

In an effort to help the Customer Experience department achieve the goal of 100% customer satisfaction, the Customer Experience Representative will be responsible for answering a high volume of calls, handling customer requests, quoting and working on other related customer service activities for our Residential Division.

How You Will Do It

• Manage orders, including checking status, expediting and tracking shipments, serving as liaison to other departments processing orders.
• Respond to customer requests, questions, and complaints. Escalate customer complaints to supervisor as needed.
• Maintain an ‘all in this together’ attitude, fostering a positive team environment.
• Remain up to date on various marketing promotions, price changes, new products and delivery options.
• Provide sales quotes, samples, and sales materials to customers as needed.
• Process documentation for returns/replacements as needed.

What We’re Looking For

• High school diploma or GED required with 5 years in a customer service role
• Proficiency with Microsoft Office Suite, including Word, Excel, and Outlook. Experience with pivot tables and V-lookups a plus.
• Experience in an ERP, especially Oracle and/or SAP.
• Current U.S. work authorization without requiring future visa sponsorship.

What We Offer

• 401(K) with match
• Thirteen Paid Holidays
• Paid Vacation
• Paid Personal Time Off
• Medical Insurance
• Vision Insurance
• Long Term Disability Insurance
• Short Term Disability Insurance (variable per state)
• Life Insurance
• Flexible Spending Accounts
• Employee Assistance Plan

EEOC Statement

Duravent is an equal opportunity employer committed to making employment decisions solely on valid job requirements. We provide employment opportunities to all qualified applicants without regard to race, color, creed, genetic information, religion, national origin, gender, sexual orientation, gender identity/expression, age, disability, or veteran status.