Customer Experience Specialist - Ticketing & Support

DH Pace Company, Inc.

Atlanta (GA)

On-site

USD 36,000 - 48,000

Full time

8 days ago

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Benefits offered by this job

Medical, dental, vision coverage

Paid time off

Life insurance

401(k) with employer match

HSA and FSA options

Voluntary benefits

Employee discounts

Annual performance reviews

Job summary

DH Pace Company, Inc. is seeking a full-time Customer Service Representative for our Peachtree Corners, GA office. You will handle service and installation tickets, quote pricing, and support residential and commercial customers in a busy contact center.

The role offers a day shift Monday–Friday 9:00 AM–6:00 PM with every other Saturday 7:30 AM–4:00 PM, plus opportunities to improve customer experience and processes. Strong communication and CRM skills are essential.

Qualifications

High school diploma or equivalent.
Experience in customer service or related field.
Strong communication skills, both verbal and written.
Proficiency in Microsoft Office Suite and CRM software.

Responsibilities

Schedule and create accurate and complete service tickets for residential and commercial customers.
Promote all products and services, quoting accurate pricing when appropriate.
Handle customer concerns, provide appropriate solutions and alternatives; follow up to ensure resolution.
Conduct outbound calls for customer follow-ups as needed.
Coordinate with Dispatch teams to prioritize and fulfill customer requests.
Update and maintain accurate records of customer interactions in the ERP system.
Meet personal/team critical KPI’s.
Follow communication procedures, guidelines, and policies.
Continuously seek opportunities to improve the customer experience and streamline processes.
Ability to work overtime as required OR ability to work additional hours as required.
Other duties as assigned.