Customer Support Representative

Caldwell & Gregory

We are a premium service provider of commercial laundry services for academic and multifamily housing communities. We strive to build a sense of purpose and achievement in the work we do while staying true to our WHY; that people deserve a higher standard, and our mission is to create a tangible impact in the lives of both our team members and customers. If you are looking for a career that will challenge and engage you, and a company culture that values the importance of the family then Caldwell & Gregory is the company for you.

Customer Support Representative

The role of a Customer Support Representative involves serving as a liaison between Caldwell & Gregory and customers. Your responsibilities include furnishing information about our products and services, addressing inquiries, and efficiently resolving any issues that may arise in customer accounts. Proficiency in troubleshooting is essential, and you must be adept at investigating further when additional information is required to address customer questions or complaints. Your attributes should include patience, empathy, and strong communication skills. Beyond handling incoming calls and customer support queries, you will collaborate closely with our service department to coordinate service technicians and meet customer needs.

Key Responsibilities

• Liaison Role: Act as a crucial liaison between Caldwell & Gregory and our customers and clients, providing accurate information on both the issue resolution process and product usage. Explaining why always helps!
• Call Management: Recognize and assess customer concerns, suggesting or taking suitable actions, formulating alternative solutions, and conducting follow-ups to assure issue resolution. Throughout this process, exhibit openness to feedback and adapt communication style to accommodate differences. We talk to customers from over the United States!
• Inquiries and Issue Resolution: Respond to customer inquiries promptly and professionally, always trying to proactively address and resolve customer issues before they escalate. Problems are best resolved when met head-on!
• Communication Skills: Exhibits politeness and courtesy in customer interactions. Displays patience, empathy, and excellent communication skills, fostering positive interactions with customers through verbal and written communication. Treat people no different than how you want to be treated!
• Documentation: Maintain detailed records of customer support inquiries, and any other relevant information which is used to populate our automated dispatching service order application. Our Service department thrives on details!
• Collaboration: Work in conjunction with Service Managers to schedule Service Technicians, prioritizing customer needs and fulfilling contractual obligations as needed. Additionally, engage with Service Technicians to offer support and ensure essential information is documented after they address and resolve issues. Details matter!
• Other Duties: Perform other duties as assigned.

Benefits & Perks:

• Robust employer contribution to Medical, Dental, and Vision insurance
• Health Savings Account with Industry leading employer contribution
• Company Paid Life, Short-term, and Long-term Disability Insurance
• 401k with generous Company Match
• First stop health – free virtual visits and counseling unlimited
• Paid Time Off (PTO) & Holiday Pay
• Employee Discounts: Whirlpool, Gladiator, and much more!

What we are looking for:

• High School Diploma or equivalent; or 1-3 years related experience or equivalent combination of education and experience.
• Ability to pass pre-employment screening.
• Takes pride in being punctual and reliable.
• Patience and empathy in dealing with customer concerns.
• Ability to build rapport and maintain positive customer relationships.
• Proficient in problem-solving and troubleshooting.
• Collaborative mindset to work closely with other departments.
• Strong skills using Microsoft Excel and Word.
• Comfortable multitasking, working on special projects while answering phone calls.
• Ability to prioritize, complete tasks, and comfortable working in a fast-paced environment.
• Strong verbal and written communication skills.
• Ability to convey information clearly and concisely.
• Ability to adapt and respond to different personalities and situations.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Required qualifications:

• Legally authorized to work in the United States
• 18 years or older
• Reliable transportation to and from work
• Background check
• Drug screening
• Available to work: weekdays

Preferred qualifications:

• 1+ year of experience in the customer service industry
• Retail skills: customer service
• Retail skills: addressing customer complaints
• Comfortable handling customer complaints