Customer Support

DH Pace; Olathe (KS); Hybrid; USD 35,000 - 45,000; Full time

Benefits offered by this job

Comprehensive medical, dental, and vision coverage

Generous paid time off

401(k) with employer match

Employee discounts

Job summary

DH Pace is looking to hire a Full-time Customer Support Representative for their Contact Center team in Olathe, KS. The role involves providing exceptional support to customers by accurately processing service requests and collaborating with internal teams.

Responsibilities include managing service tickets, promoting products, and ensuring customer satisfaction. Candidates should have a high school diploma, excellent communication skills, and previous customer service experience.

This position offers benefits such as comprehensive medical coverage, paid time off, and a 401(k) plan with employer match.

Qualifications

• Previous experience in customer service or a related field is required.
• Ability to work independently and collaboratively in a team environment.

Responsibilities

• Create and manage service tickets for customers.
• Handle customer concerns and provide appropriate solutions.
• Coordinate with Dispatch teams to prioritize requests.

Skills

Customer service experience

Strong communication skills

Proficiency in Microsoft Office

Problem-solving skills

Education

High school diploma or equivalent

Tools

CRM software

Job description

The DH Pace Company is a family-owned and privately held business with annual sales over $1 billion through 60+ offices located across the continental United States. The Company is an industry leader in the distribution, installation, maintenance, and repair of a complete range of commercial, industrial, and residential door, docking and security products. In 2026, DH Pace is celebrating its 100 th anniversary in business.

DH Pace Company, Inc is growing and aspires to hire a Full‑time Customer Support Representative to join our Contact Center team in Olathe, KS. This in‑office position is seeking customer‑focused candidates who provides exceptional support to residential and commercial customers, accurately processes service and installation tickets, and collaborates with internal teams to address inquiries and concerns. This position is eligible for a hybrid work schedule after successful completion of the introductory training period.

Position Overview

• 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 Key Performance Indicators (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.

Qualifications

• High school diploma or equivalent with previous experience in customer service or related field.
• Strong communication skills, both verbal and written.
• Proficiency in Microsoft Office Suite and CRM software.
• Excellent organization and multitasking abilities, and the ability to work independently and collaboratively in a team environment.
• Problem‑solving skills and customer‑focused mindset with flexibility to adapt to changing priorities and work schedules.

Benefits

• Comprehensive medical, dental, and vision coverage — available your first full month.
• Generous paid time off plus paid holidays and floating holidays.
• Company‑paid life insurance, short‑term disability, and long‑term disability.
• 401(k) with employer match.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Voluntary benefits including supplemental life and critical illness coverage.
• Employee discounts for you and your immediate family.
• Competitive compensation with annual performance reviews.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)