Hybrid Customer Support Specialist

DH Pace Company; Olathe (KS); On-site; USD 35,000 - 52,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) with match

Paid time off

Job summary

The DH Pace Company, a family-owned leader in door, docking and security solutions, is hiring a Full-time Customer Support Representative in Olathe, KS. This in-office role offers a hybrid schedule after successful training and requires strong communication, organization, and problem-solving skills to serve residential and commercial customers.

The position emphasizes ticket creation, product quoting, and coordination with Dispatch and ERP systems, with opportunities for growth and advancement

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 Key Performance Indicators (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

Problem-solving

Multitasking

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

CRM software

Job description

The DH Pace Company, a family-owned leader in door, docking and security solutions, is hiring a Full-time Customer Support Representative in Olathe, KS. This in-office role offers a hybrid schedule after successful training and requires strong communication, organization, and problem-solving skills to serve residential and commercial customers.

The position emphasizes ticket creation, product quoting, and coordination with Dispatch and ERP systems, with opportunities for growth and advancement