What are the responsibilities and job description for the Customer Service Representative position at Jackson Systems LLC?
Customer Service Representative
Controlled Holdings, an award-winning distributor of HVAC controls, is currently seeking a self-driven and highly motived Customer Service Representative to join our team. A successful candidate will be an all-around go-getter! You’re a natural born problem solver with a knack for understanding people. You’ve mastered the art of making consumers comfortable when they’re purchasing, implementing our service, or troubleshooting.
Core Values:
- Start with people first
- Own it
- Solve problems at their core
- Operate with urgency
- Never stop learning
- Demand excellence not perfection
- Work hard while having fun
Details, Details:
- Customer Support: Provide accurate and timely information about our products and services through phone, email, and live chat.
- Order Management: Process customer orders, returns; ensure all information is entered accurately into the system.
- Inbox Management: Monitor the divisional inboxes; respond to customer inquiries and ensure timely follow-ups (Outlook and E-Commerce platforms)
- Customer Advocacy: Act as a customer advocate within the company; ensure that customer needs and concerns are communicated and addressed promptly.
- Collaboration: Work closely with the sales, operations, and marketing teams to resolve issues and ensure seamless order processing and delivery.
- Problem-Solving: Troubleshoot issues that arise with customer orders or products; provide solutions or escalating where necessary.
- Continuous Improvement: Suggest and implement process improvements to enhance the customer experience and internal workflows.
- Other Duties: Perform any other tasks assigned to support the team.
What We Are Looking For:
- Technical Proficiency: Working knowledge of MS Outlook, Word, Excel, and the ability to quickly learn new systems and tools.
- Multitasking Excellence: Skilled at navigating multiple systems and divisions seamlessly, managing a balance between calls, emails, and other channels with efficiency and accuracy.
- Adaptability: Eager and able to adapt to evolving processes and tools, embracing change as an opportunity to enhance the customer experience.
- Persistence & Initiative: A "do what it takes" attitude with the persistence to follow through on tasks and resolve challenges proactively.
- Passion for Customer Service: A genuine passion for helping people and solving problems, paired with an enthusiasm for technology and its role in improving customer experiences.
- Proven Experience: A demonstrated track record of delivering excellent customer service via phone, email, and other communication channels.
- Strong Communication Skills: Ability to communicate clearly and effectively, both internally with the team and externally with customers, building trust and understanding.
- Experience: 1-3 years of relevant customer service experience, preferably in a fast-paced or technical environment.
- Creative Problem-Solving: Think outside the box to identify and implement solutions when faced with challenges—whether with customer issues or internal processes.
- Organizational Skills: Well-organized and able to prioritize tasks effectively, ensuring no detail is overlooked and deadlines are met.
Other noteworthy benefits include:
- Full Medical and Ancillary Benefits, 401(k) match
- Generous PTO, including your Birthday off, HBD!
- Stellar Employee Discount (we sell cool stuff, btw)
- An award-winning company culture – Just check the Indiana’s Best Places to Work list
Together at Controlled Holdings, we are committed to doing business better. We brainstorm nonstop, drink too many Diet Cokes, and deliver the best product in HVAC controls. What’s more - we have a lot of fun doing it! Your career here will be fun, everchanging, and incredibly rewarding.
