Customer Service Representative

AWC, Inc.; Houston (TX); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

ESOP

Competitive Pay

Medical, Dental and Vision Insurance

Employer Paid Life Insurance

Paid Time Off and Holidays

Job summary

AWC, Inc. is hiring for a Customer Service role in Houston. You will be the first point of contact for new customers, resolving requests or routing to the appropriate internal resource to ensure an excellent outcome.

Responsibilities include handling chat, email, and phone inquiries, logging interactions, and upholding our SLA standards while supporting teamwork and continuous process improvements.

Qualifications

• Proficiency with Microsoft Outlook/Teams/Word/Excel and related tools.
• Ability to juggle multiple priorities while delivering results.
• Strong written and verbal communication skills.
• Ability to think on feet and explain decisions clearly.
• Demonstrated work ethic and ownership mentality.
• Team player with a positive attitude.
• Keen to learn and improve processes.
• Valuing relationships with team and customers.

Responsibilities

• Monitor chat, email, and web form inboxes; respond promptly to inquiries.
• Answer customer phone calls.
• Log interactions in the Service Concierge system and route when needed.
• Adhere to SLA targets for response and resolution times.
• Assist in piloting new processes to improve customer service.

Skills

MS Office proficiency

multitasking

professional communication

quick decision making

ownership mindset

teamwork

curiosity to learn

relationship building

Tools

Hubspot

Ticketing systems

Job description

We are seeking individuals with high energy, a commitment to serve customers well, and the desire to contribute to a winning team. As a member of our Customer Service team, you will frequently be the first point of contact that new customers ever have with AWC. Your role will center around quickly resolving inbound customer requests or, if you can’t resolve the request yourself, seamlessly routing it to another internal resource so that the customer experiences an excellent result.

How you’ll make an impact:

• Monitor our chat, email, and web form fill inbox and respond to all customer questions and requests in a timely way. Typical customer requests include:
  • Requesting a quote
  • Placing an order
  • Checking current stocking levels and pricing
  • Confirming support of specific technical partners
  • Requiring help with their login credentials
  • Checking the status of an order
  • Technical support questions
• Answer customer phone calls
• Log customer interactions in our Service Concierge system and either resolve them yourself or route the interaction record to the individual or team who can help the customer
• Adhere to our customer Service Level Agreements (SLA’s) around time to respond and time to resolve
• Working with your team leadership, assist in piloting new processes to continuously improve the ways that we serve our customer base and our AWC colleagues

Skills you’ll need:

• Proficiency in the Microsoft suite, including Outlook, Teams, Word, Excel, etc
• Ability to juggle multiple priorities and tasks while delivering strong results
• Strong professional communication skills, both written and verbal
• The ability to think on your feet and make good decisions that you can clearly explain
• Strong work ethic and ownership mentality
• Passion for teamwork and a positive attitude
• Curious to learn more and improve the way that we do things
• Values relationships amongst team and customers

Here’s what will set you apart:

• Prior experience working directly with enterprise customers
• Prior experience using ticketing systems
• Prior experience using Hubspot or another CRM

The Rewards:

• Employee Stock Ownership Plan (ESOP)
• Competitive Pay
• Medical, Dental and Vision Insurance Package
• Employer Paid Life Insurance
• Paid Time Off and Holiday Pay

About AWC

As employee co-owners, we’re driven to do more than complete tasks; we build fulfilling careers by challenging assumptions and continually raising the bar. We embrace creative, innovative approaches to deepen our expertise and deliver real value to our customers.

We partner strategically with many of the world’s most recognized technology brands to help engineering, reliability, and maintenance teams solve complex problems. As experts in our partners’ technologies, we’re equipped to properly size, select, configure, and support the right solutions. Our goal is simple: combine caring, knowledgeable people with innovative technologies to help our customers succeed.

How We Win Together

We are committed to solving customer problems and welcome team members that want to be the trusted resource to those looking for a partner who out-knows, out-cares, and out-serves everyone else. Every day, we strive to deliver on our mission to empower people to make the greatest positive impact for the communities and families we serve together. Our Winning Together culture starts with a shared commitment to building an environment of inclusiveness, trust, and mutual respect. We know that when people like you are safe to pursue your passions, to learn, to serve, and to share in the rewards from our combined efforts, then we are winning together.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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.