Customer Service Representative

$47,195 - $58,822/Yr

Motili - Denver, CO

Full-time - Entry Level

Denver, CO

Accommodation

About the position

The Customer Service Representative (CSR) at Motili serves as a primary point of contact for customers, providing fast, friendly, and accurate information regarding Goodman/Daikin products and services. The role focuses on delivering excellent customer service, processing orders, handling complaints, and collaborating with team members to ensure customer satisfaction. CSRs are expected to maintain professionalism and patience while interacting with customers and assist in various tasks related to order processing and customer inquiries.

Responsibilities

• Provide fast, friendly, and accurate information and assistance to customers and team members.
• Maintain professionalism and exhibit patience to meet customer expectations.
• Interact politely and effectively with customers, employees, and business partners.
• Collaborate with co-workers for troubleshooting and answering questions.
• Answer customer support emails and branch questions, including responses for the Bangkok team.
• Educate customers about product terminology, features, and benefits to improve sales and satisfaction.
• Provide accurate information regarding product availability and delivery.
• Process orders, requests for quotations, and assign tickets using CSR software (Freshdesk).
• Recommend alternate products based on cost, availability, or specifications.
• Assist with month-end clean-up for unclosed orders.
• Monitor scheduled shipment dates to ensure timely delivery and expedite as needed.
• Obtain accurate information from vendors regarding shipment dates and expected delivery.
• Participate in on-the-job training and cross-train other employees as assigned.
• Adhere to company policies and procedures in compliance with the law.
• Maintain a clean, professional, and safe work environment.
• Participate in additional projects to support ongoing business needs.

Requirements

• 1-3 years of customer service experience or inside sales experience.
• 3+ years of experience in HVAC/Plumbing and/or Contractor/Building trades preferred.
• High School Diploma or G.E.D. required.
• Associate's degree is a plus.

Nice-to-haves

• Telecommunication experience, including answering phones and directing calls.

Benefits

• Equal employment opportunity regardless of race, color, religion, national origin, citizenship, veteran status, disability, marital status, sex, age, sexual orientation, gender identity, or any other characteristic protected by law.