Customer Service Representative

Controlledholdings; Indianapolis (IN); Hybrid; USD 32,000 - 52,000; Full time

Benefits offered by this job

Full Medical and Ancillary Benefit

401(k) with company match

Generous PTO, including your Birthday

Tuition Reimbursement

Donut Wednesdays and Free Coffee

Job summary

Controlled Holdings, an award-winning distributor of HVAC supplies and controls, is seeking an energetic and driven Customer Service Representative to join our team in Indianapolis. A proactive, problem-solving attitude and superb communication will help you thrive in this role.

Preferred bilingual English/Spanish proficiency; responsibilities include handling orders, inquiries, returns, and coordinating with sales and operations to ensure smooth delivery and exceptional customer experience.

Qualifications

• 1-3 years of customer service experience.
• Knowledge of MS Outlook, Word and Excel.
• Bilingual English/Spanish preferred but not required.

Responsibilities

• Understand products and services to answer questions and solve problems via phone, email, and chat.
• Process customer orders and returns and prepare quotes as needed.
• Monitor the customer service inbox and respond promptly to inquiries.
• Monitor ecommerce platforms to ensure accurate and efficient order placement.
• Act as liaison between sales and customers to discuss issues with orders.
• Identify customer data and advocate for the customer within the company.
• Forward technical support calls to the Customer Service Engineer team.
• Suggest process improvements to enhance customer experience and workflows.
• Collaborate with sales, operations, and marketing to resolve issues and ensure delivery.
• Troubleshoot order or product issues and provide solutions.

Skills

Customer service

MS Outlook

MS Word

MS Excel

Bilingual English/Spanish

Job description

Controlled Holdings, an award-winning distributor of HVACsupplies andcontrols, is currentlyseekinganenergetic and driven Customer Service Representative to joinourteam! Bilingualproficiencyin English and Spanish ispreferred butnotrequired.

A successful candidate is a proactive, resourcefulgo-getterwho thrives on solving problems and connecting with people. You have a natural ability to put customers at ease, create a positive ordering experience, and confidently address customer inquiries with professionalism and ease.

Core Values:

• Start with people first
• Own it
• Solve problems at their core
• Never stop learning
• Operate with Urgency
• Demand excellence not perfection
• Work hard while having fun

The Work You’ll Do:

• Understand our productsand serviceswell enough to answer questions and solve customer problemsvia phone,email, and chat.
• Process customer orders and returnsand prepare quotes as needed.
• Monitor the Customer Service inboxand respond promptly to customer inquiries.
• Monitor and respond to customers on all ecommerce platforms to ensure orders are placedwith accuracy and efficiency.
• Act as the liaison between our sales team and the customerby discussing any issues with their order (back-orderedproduct, updating tracking info, etc.)
• Identifyand assess customerdata byacting as a customer advocate within the company.
• Forwardany technical support calls to the Customer Service Engineer team.
• Suggest and implement process improvements to enhancecustomerexperience and internal workflows.
• Work closely with sales, operations, and marketing teams to resolve issues and ensure seamless order processing and delivery.
• Trouble shoot any issues with orders or products that arise, provide solutions, and elevate when necessary

What we are looking for:

• 1-3 years of customer service experience.
• Knowledge of MS Outlook,Wordand Excel
• Passion for customer service, people, and technology
• Creative problem-solving strategies
• Ability to remain calm and collected when handlingdifficult situationswith customers.
• Effective communication and interpersonal skills both internally and externally.
• Ability to speak conversationally in both English and Spanishis a plus!
• Must have prior experience handling inbound and outbound calls.

The Perks:

• Full Medical and Ancillary Benefit
• 401(k)with companymatch
• Generous PTO, including your Birthday off (HBD!)
• Tuition Reimbursement
• Donut Wednesdays and Free Coffee

At Controlled Holdings, we're on a mission to do business better. We take ourselves lightly, and our work seriously. We move fast, think creatively, and yes-we run on a little too much Diet Coke. Most importantly, we win as a team.