Aftermarket Customer Support

DH Pace•Olathe, KS

21h•Onsite

About The Position

The DH Pace Company is seeking Customer Support Representatives to join their Contact Center team. This role involves providing exceptional support to residential and commercial customers, accurately processing service and installation tickets, and collaborating with internal teams to address inquiries and concerns. The company is a family-owned, privately held business with over $1 billion in annual sales and a presence in over 60 offices across the continental United States, specializing in door, docking, and security products. This is an in-office position located in Olathe, KS.

Requirements

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 (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.