Technical Support Parts Representative

Rinnai Corp.; Peachtree City (GA); On-site; USD 25,000 - 34,000; Full time

Benefits offered by this job

Health benefits

401k match

PTO

Floating holidays

Paid holidays

Retirement plan

Life insurance

Voluntary life insurance

Professional development

Tuition reimbursement

Volunteer day

Employee discounts

Job summary

Rinnai America Corporation is seeking a Technical Support Parts Representative to deliver exceptional customer service by handling parts orders and inquiries through phone and digital channels. You will support Service Providers in the field with order status updates, product availability, and processing of part orders and payments.

The role requires 3+ years in customer service, strong communication skills, and the ability to work a hybrid schedule at our Peachtree City, GA location.

Qualifications

• High school diploma or equivalent required.
• 3+ years' experience in customer service.
• Experience supporting customers in a multi-channel environment (phone, email, chat).
• Customer resolution techniques to resolve customer situations.
• HVAC / Plumbing industry experience preferred.

Responsibilities

• Deliver exceptional customer experience by responding to and resolving parts orders and inquiries via phone and digital channels.
• Provide timely order support to Service Providers, including order status updates and product availability.
• Process part orders and credit card transactions.
• Document all customer interactions in the case management system.
• Assist customers in identifying required parts and entering orders accurately.
• Process credits and documentation for order discrepancies.
• Maintain knowledge of Rinnai products and parts.
• Provide order status updates and expedite orders as needed.
• Provide feedback for knowledge base improvements.
• Perform overtime as needed and adhere to company policies.

Skills

MS Office

Communication skills

Verbal communication

Written communication

Time management

Sales techniques

Education

High school diploma or equivalent

Job description

Creating A Healthier Way of Living

Rinnai America Corporation is the leader in tankless water heating, a technology that is growing rapidly as businesses and homes “yank the tank” and convert to an efficient, endless supply of hot water and the only tankless water heating manufacturer in the US. We have a commitment to our employees and a strong, accountable culture with a practice of giving back to our communities.

Creating A Healthier Way of Living

Rinnai America Corporation is the leader in tankless water heating, a technology that is growing rapidly as businesses and homes “yank the tank” and convert to an efficient, endless supply of hot water and the only tankless water heating manufacturer in the US. We have a commitment to our employees and a strong, accountable culture with a practice of giving back to our communities.

Rinnai America Corporation (RAC) is looking for RAC-STARS! Check out why Rinnai is the hottest place to workhttps://www.rinnai.us/about/why-rinnai.

What does a Technical Support Parts Representative do at Rinnai?

Deliver exceptional customer experience by responding to and resolving parts orders and general inquiries via phone and digital channels. Provide timely order support to Service Providers in the field, including order status updates and product availability. Process part orders and credit card transactions.

• This position is located at 103 International Drive Peachtree City, GA with a hybrid schedule.
• Must be able to work a schedule between the hours of 8am - 8pm EST.
• Other Perks/Benefits: Best-in-class health benefit programs that provide eligibility on 1st day of employment, 401k match, Paid Volunteer Community Service Day, and so much more.

FOCUS ON SERVICE PRODUCT SUPPORT

• Deliver a world-class customer service experience to Rinnai’s indirect customer base, primarily Service Providers, by supporting product and part-related inquiries.
• Respond to and resolve inquiries via phone, email, and other communication channels in a timely, accurate, and professional manner. Some light troubleshooting may be required. Process parts orders, credit card transactions, and web orders in support of the Technical Support team.
• Accurately document all customer interactions within Rinnai’s case management system to track needs, issues, and resolutions.
• Utilize available technologies, product literature, and established processes to ensure accuracy and operational effectiveness.
• Assist customers in identifying required parts and accurately enter and process orders within the order entry system.
• Process credits and related documentation for order discrepancies, including incorrect shipments and unit swaps.
• Maintain detailed and up-to-date knowledge of Rinnai products and parts.
• Provide order status updates, including shipping and return inquiries, and proactively monitor and expedite orders as needed.
• Provide feedback for continuous improvement of internal and external knowledge base resources.
• Perform additional duties as assigned, including overtime as needed.
• Ensure awareness of and compliance with all Company policies and procedures.

Requirements

KNOWLEDGE

• High school diploma or equivalent required.
• 3 + years' experience, demonstrated strong customer service skills
• Proven experience supporting customers in a multi-channel environment (phone, email, chat).
• Customer Resolution Techniques to complete customer situations.
• HVAC / Plumbing industry experience preferred.

Skills

• Intermediate computer proficiency, including experience with Microsoft Office.
• Professional, confident, and courteous communication skills, particularly in phone interactions.
• Strong verbal and written communication skills, with the ability to convey and interpret information clearly and concisely.
• Effective time management skills, with the ability to listen, prioritize, and follow through with appropriate action.
• Comfortable applying sales techniques to present value-added services and solutions to customers.

Abilities

• Must be able to work a rotating shift between the hours of 8 AM and 8 PM Eastern, including weekends and holidays.
• Must have the ability to work onsite; this is not a remote position.
• Ability to work co-operatively and effectively in a team environment.
• Build and maintain effective relationships with all levels of staff and customers.
• Strong customer service orientation
• Adaptability and flexibility
• Ability to plan and operate with a minimum of supervision
• Approachable, able to establish rapport
• Extensive or high volume of paperwork/digital data
• Detail-oriented and accurate

Physical Requrements

PHYSICAL ACTIVITIES

• Remaining in a stationary position, often standing, or sitting for prolonged periods
• Repeating motions that may include the wrists, hands and/or fingers.
• Communicating with others to exchange information.

ENVIRONMENTAL CONDITIONS

• No adverse environmental conditions expected.

PHYSICAL DEMANDS

• Light work that includes moving objects up to 20 pounds.

Benefits

• Health Benefit Programs
• Paid Time Off (PTO)
• Floating Holidays (FH)
• Paid Holidays
• Retirement Plan
• Company Paid Life Insurance
• Voluntary Life Insurance
• Professional Development
• Tuition Reimbursement
• Annual Incentive Plan (AIP)
• Referral Bonuses
• Paid Volunteer Community Service Day
• Tobacco and Drug-Free Campuses
• Employee, family, and friend’s discount

Rinnai America Corporation is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.