Hybrid Aftermarket Customer Support Specialist

DH Pace; Olathe (KS); On-site; USD 35,000 - 54,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

Holidays & floating holidays

Life insurance

Disability insurance

401(k) with employer match

HSAs/FSAs

Voluntary benefits

Employee discounts

Job summary

DH Pace Company, Inc. in Olathe, KS is hiring Customer Support Representatives to join our Contact Center. The role requires handling service and installation tickets, promoting products, and delivering exceptional customer service to residential and commercial clients.

After successful training, a hybrid work schedule may apply; in-office hours and overtime may be required. You will coordinate with Dispatch, update ERP records, and strive to meet KPI targets while maintaining high-quality

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.

Responsibilities

• 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 KPIs.
• 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.

Skills

Communication skills

Microsoft Office

CRM software

Organization

Multitasking

Problem-solving

Teamwork

Education

High School Diploma or GED

Tools

CRM software

Job description

DH Pace Company, Inc. in Olathe, KS is hiring Customer Support Representatives to join our Contact Center. The role requires handling service and installation tickets, promoting products, and delivering exceptional customer service to residential and commercial clients.

After successful training, a hybrid work schedule may apply; in-office hours and overtime may be required. You will coordinate with Dispatch, update ERP records, and strive to meet KPI targets while maintaining high-quality