Customer Support

DH Pace Company, Inc.; Olathe (KS); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

PTO & Holidays

Life Insurance

Disability Insurance

401(k) Match

Health Savings Account

Flexible Spending Account

Voluntary Benefits

Employee Discounts

Performance Reviews

Job summary

DH Pace Company, Inc in Olathe, KS is seeking a Customer Support Representative for the Contact Center. This in-office role supports residential and commercial customers by processing service and installation tickets and collaborating across teams. A hybrid schedule is available after successful training.

The ideal candidate will schedule service tickets, quote pricing, handle inquiries, and coordinate with Dispatch to fulfill requests, while maintaining ERP records and achieving KPIs.

Qualifications

• High school diploma or equivalent with previous customer service experience.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office and CRM software.
• Excellent organization and multitasking abilities, and the ability to work independently and collaboratively in a team.
• Problem-solving mindset with a customer-focused approach.

Responsibilities

• Schedule and create accurate service tickets for residential and commercial customers.
• Promote products and services, quoting pricing when appropriate.
• Handle customer concerns and follow up to ensure resolution.
• Conduct outbound follow-ups as needed.
• Coordinate with Dispatch teams to prioritize requests.
• Update records in the ERP system and maintain data accuracy.
• Meet personal and team KPIs and follow policies.
• Seek opportunities to improve the customer experience and processes.
• Willingness to work overtime when required.
• Other duties as assigned.

Skills

Communication

Microsoft Office

CRM software

Organization

Multitasking

Problem-solving

Teamwork

Education

High school diploma or equivalent

Tools

CRM software

ERP system

Microsoft Office Suite

Job description

Why DH Pace?

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 100th anniversary in business.

Why DH Pace?

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 100th 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.

What We Offer

• 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

Successful completion of employment verifications, background check, drug screen, and driving record (if applicable) required in advance of hire.

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)

DH Pace is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age disability, protected veteran status, genetic information, or any other status protected by applicable federal, sate, or local law.