Technical Support Parts Representative

Rinnai America Corp•Peachtree City, GA

4d•Onsite

About The Position

The Technical Support Parts Representative delivers customer service by responding to and resolving parts orders and general inquiries through phone and digital channels. The role supports Rinnai Service Providers in the field with order status and product availability information, identifies required parts, processes orders and credit card transactions, and may provide light troubleshooting. It also documents customer interactions, handles credits and order discrepancies, monitors and expedites orders, and contributes feedback to knowledge resources. The position is based at 103 International Drive, Peachtree City, Georgia, and requires onsite work. The schedule is a rotating shift between 8 a.m. and 8 p.m. Eastern, including weekends and holidays. Overtime may be needed.

Requirements

High school diploma or equivalent.
At least 3 years of experience, with demonstrated strong customer service skills.
Proven experience supporting customers in a multichannel environment, including phone, email, and chat.
Knowledge of customer resolution techniques.
Intermediate computer proficiency, including Microsoft Office experience.
Professional, confident, and courteous communication skills, particularly over the phone.
Strong verbal and written communication skills, including the ability to convey and interpret information clearly and concisely.
Effective time management skills and the ability to listen, prioritize, and follow through with appropriate action.
Comfort applying sales techniques to present value-added services and solutions to customers.
Ability to work a rotating shift between 8 a.m. and 8 p.m. Eastern, including weekends and holidays.
Ability to work onsite; this is not a remote position.
Ability to work cooperatively and effectively in a team environment and maintain effective relationships with staff and customers at all levels.
Strong customer service orientation, adaptability, flexibility, and ability to plan and operate with minimal supervision.
Approachable manner and ability to establish rapport.
Ability to manage extensive or high volumes of paperwork and digital data.
Attention to detail and accuracy.

Nice To Haves

HVAC or plumbing industry experience.

Responsibilities

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.
Provide light troubleshooting as needed.
Process parts orders, credit card transactions, and web orders in support of the Technical Support team.
Accurately document customer interactions in the case management system.
Use available technologies, product literature, and established processes to ensure accuracy and operational effectiveness.
Help customers identify required parts and accurately enter and process orders in the order entry system.
Process credits and documentation for order discrepancies, including incorrect shipments and unit swaps.
Maintain detailed, up-to-date knowledge of Rinnai products and parts.
Provide order status updates, including shipping and return information, and proactively monitor and expedite orders as needed.
Provide feedback to improve internal and external knowledge base resources.
Perform additional assigned duties, including overtime as needed.
Ensure awareness of and compliance with company policies and procedures.

Benefits

Health benefit programs, with eligibility beginning on the first day of employment.
401(k) match.
Paid time off (PTO).
Floating holidays.
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.
Employee, family, and friend discounts.