Customer Service Representative

Ultipro; Denver (CO); On-site; USD 31,000 - 39,000; Full time

Benefits offered by this job

Healthcare

Dental insurance

Life insurance

Disability insurance

401K

Paid time off

Job summary

Motili is seeking a Customer Service Representative to be one of the first contacts for customers and partners. You will provide fast, friendly, and accurate information, process orders and quotes, and support the Bangkok team as needed. You will use Freshdesk to track requests and resolve issues with professionalism.

Ideal candidates have 1–3 years in customer service or inside sales, basic HVAC/plumbing knowledge, and a high school diploma. The role offers competitive pay and benefits.

Qualifications

• High school diploma or GED required.
• 1–3 years in customer service or 1–3 years in inside sales.
• HVAC/Plumbing or contractor/building trades experience preferred.

Responsibilities

• Provide fast, friendly, and accurate information to customers and team members.
• Process submitted orders, requests for quotations and assign tickets using designated CSR software (Freshdesk).
• Answer customer support emails, branch questions, or requests while assisting Bangkok team as needed.
• Educate customers about terminology, features and benefits of products to improve product-related sales and satisfaction.
• Resolve issues with professionalism and de-escalation techniques to the mutual benefit of customer and company.

Skills

Phone support

Customer service

Inside sales

HVAC knowledge

De-escalation techniques

Education

High School Diploma or GED

Tools

Freshdesk

Job description

The Customer Service Representative (CSR) may be among a customer’s first contacts with Motili. CSRs providing fast, friendly, and accurate information for customers and others has a lasting effect. For this reason – Motili CSRs work directly with our Home Warranty Company, contractors and yes sometimes the customer. Our main goal is to provide excellent customer service whenproviding information about Goodman/Daikin products, services, and features and assists with quotations, processingorders, and respond tocustomercomplaints. Motili CSRs provide great customer service using fast, friendly, and accurate information while responding to customers, processing chat requests, general service requests, orders and quotes for services. When presented with a complaint, a CSR’s professionalism, use of issue resolution and de-escalation techniques can effectively resolve many issues to the mutual benefit of both the customer and the Company.

M ay include;

• Provide fast, friendly and accurate information and assistance – for customers and other team members.
• Maintain professionalism and exhibit patience at all times to ensure customer expectations are met.
• Interact politely and effectively with customers, fellow employees, and business partners.
• Collaborate with co-workers for help with trouble shooting or answering questions.
• Answer customer support emails, branch questions or requests/taking on responses for our Bangkok team
• Educate customers about terminology, features and benefits of products to improve product related sales and customer satisfaction.
• Provide accurate information regarding availability of in-stock items, product and delivery information
• Process submitted orders, requests for quotations and assign tickets using designated CSR software (Freshdesk) order center.
• Recommend alternate products based on cost, availability, or specifications.
• Assist with month end clean-up for orders that have not been closed out for billing.
• Monitor scheduled shipment dates to ensure timely delivery and expedite as needed.
• Obtain accurate information from vendors relating to shipment dates and expected date of delivery.
• Participate in on-the-job training activities, cross-train other employees on various tasks, and take individualized training – as assigned.
• Effectively adhere to policy and procedures in compliance with Company policy and the law.
• Maintain clean, professional, and safe work environment; creating an environment that welcomes others.
• Adhere to Motili Inc. culture related to respect for the individual, service to our customers and striving for excellence.

Participate in additional projects/activities to support ongoing business needs.

• Telecommunication experience, answering phones and directing calls
• 1 – 3 years of more in customer service or 1-3 years in inside sales
• 3 plus years of experience in HVAC/Plumbing and/or Contractor/Building trades - preferred
• High School Diploma or G.E.D – required

MIN: $22.69 and 28.28 hourly

Benefits for employees include healthcare and dental insurance, life and long-term disability insurance, 401K and different types of paid time off.

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.