Customer Service Representative

Controlled Holdings, an award-winning distributor of HVAC supplies and controls, is currently seeking an energetic and driven Customer Service Representativeto join our team!Bilingual proficiency in English and Spanish is preferred but not required.

A successful candidate is a proactive, resourceful go-getter who thrives on solving problems and connecting with people. You have a natural ability to put customers at ease, create a positive ordering experience, and confidently address customer inquiries with professionalism and ease.

Our Core Values:

• Start with people first
• Own it
• Solve problems at their core
• Never stop learning
• Operate with Urgency
• Demand excellence not perfection
• Work hard while having fun

The Work You’ll Do:

• Understand our products and services well enough to answer questions and solve customer problems via phone, email, and chat.
• Process customer orders and returns and prepare quotes as needed.
• Monitor the Customer Service inbox and respond promptly to customer inquiries.
• Monitor and respond to customers on all ecommerce platforms to ensure orders are placed with accuracy and efficiency.
• Act as the liaison between our sales team and the customer by discussing any issues with their order (back-ordered product, updating tracking info, etc.)
• Identify and assess customer data by acting as a customer advocate within the company.
• Forward any technical support calls to the Customer Service Engineer team.
• Suggest and implement process improvements to enhance customer experience and internal workflows.
• Work closely with sales, operations, and marketing teams to resolve issues and ensure seamless order processing and delivery.
• Trouble shoot any issues with orders or products that arise, provide solutions, and escalate when necessary

What we are looking for:

• 1-3 years of customer service experience.
• Knowledge of MS Outlook, Word and Excel
• Passion for customer service, people, and technology
• Creative problem-solving strategies
• Ability to remain calm and collected when handling difficult situations with customers.
• Effective communication and interpersonal skills both internally and externally.
• Ability to speak conversationally in both English and Spanish is a plus!

The Perks:

• Full Medical and Ancillary Benefit

• 401(k) with company match

• Generous PTO, including your Birthday off (HBD!)

• Gym Reimbursement

• Company Swag Allowance

• Donut Wednesdays and Free Coffee

At Controlled Holdings, we’re on a mission to do business better. We take ourselves lightly, and our work seriously. We move fast, think creatively, and yes—we run on a little too much Diet Coke. Most importantly, we win as a team. Apply to join us today!