Aftermarket Customer Support
About The Position
DH Pace Company, Inc. is hiring Customer Support Representatives for its Contact Center team in Olathe, Kansas. The role supports residential and commercial customers, accurately processes service and installation tickets, and works with internal teams to address customer inquiries and concerns. It is an in-office position during an introductory training period, with eligibility for a hybrid schedule after successful completion of training. The schedule includes Monday through Friday, 1:00 p.m. to 10:00 p.m., with two consecutive days off, and Saturday and Sunday, 1:00 p.m. to 10:00 p.m. Part-time availability must fall within these designated hours. The first three weeks of training are Monday through Friday, 8:00 a.m. to 5:00 p.m. Overtime or additional hours may be required. DH Pace is a family-owned, privately held company with annual sales over $1 billion and more than 60 offices across the continental United States. It distributes, installs, maintains, and repairs commercial, industrial, and residential door, docking, and security products.
Requirements
- High school diploma or equivalent.
- Previous experience in customer service or a related field.
- Strong verbal and written communication skills.
- Proficiency in Microsoft Office Suite and CRM software.
- Excellent organization and multitasking abilities.
- Ability to work independently and collaboratively in a team environment.
- Problem-solving skills and a customer-focused mindset.
- Flexibility to adapt to changing priorities and work schedules.
- Ability to work overtime or additional hours as required.
Responsibilities
- Schedule and create accurate and complete service tickets for residential and commercial customers.
- Promote products and services and provide accurate pricing when appropriate.
- Address customer concerns, provide appropriate solutions and alternatives, and follow up to ensure resolution.
- Make 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 and team key performance indicators (KPIs).
- Follow communication procedures, guidelines, and policies.
- Seek opportunities to improve the customer experience and streamline processes.
- Perform other duties as assigned.
Benefits
- Medical, dental, and vision coverage available the first full month.
- Paid time off, paid holidays, and floating holidays.
- Company-paid life insurance, short-term disability, and long-term disability.
- 401(k) with employer match.
- Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
- Voluntary supplemental life and critical illness coverage.
- Employee discounts for the employee and immediate family.
- Competitive compensation with annual performance reviews.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
