Customer Service Associate II
About The Position
Rensa Filtration is a family of companies dedicated to air filtration. By investing in innovation and the people who drive it, we manufacture, market, and distribute best-in-class solutions in the United States and Canada that keep environments safe and industries thriving. We improve the environment - making indoor and outdoor environments cleaner by eliminating process contaminants through superior products and media. We drive innovation in air filtration – by investing in the people and companies that develop the solutions that today’s world demands – to bring those innovative products to market so that our customers can bring maximum value and safety to the facilities and businesses they serve. The Customer Service Associate II provides intermediate-level support to customers by resolving more complex inquiries and service issues. This role requires a deeper understanding of products, services, and systems, and may serve as a resource for junior team members. Associates at this level are expected to exercise sound judgment, contribute to process improvements, and ensure a high-quality customer experience across all interactions.
Requirements
- High school diploma or equivalent required; associate degree or some college coursework preferred.
- 1–2 years of customer service or related experience.
- Proficiency with customer service software, CRM systems, and standard office applications.
- Demonstrated ability to handle a variety of customer interactions with professionalism and empathy.
Responsibilities
- Respond to customer inquiries via phone, email, chat, or other channels, resolving moderately complex issues with minimal supervision.
- Troubleshoot and resolve escalated service problems, coordinating with other departments as needed.
- Provide guidance and informal mentoring to Customer Service Associate I team members.
- Accurately document customer interactions and service resolutions in CRM or case management systems.
- Identify recurring issues and recommend process or service improvements to leadership.
- Maintain up-to-date knowledge of products, services, policies, and procedures.
- Meet or exceed performance metrics related to quality, efficiency, and customer satisfaction.
- Participate in training sessions and contribute to knowledge base documentation.
- Other Accountabilities as Assigned
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
11-50 employees
