Customer Support Representative-Contact Center- Day Shift, Atlanta

Customer Support Representative-Contact Center- Day Shift
Atlanta GA
The DH Pace Company is a family-owned and privately held business with annual sales over $1 billion through 60+ offices located across the continental United States.
The Company is an industry leader in the distribution, installation, maintenance, and repair of a complete range of commercial, industrial, and residential door, docking and security products.
In ****, DH Pace is celebrating its 100th anniversary in business.
Overhead Door Company of Atlanta, a DH Pace Company, Inc. is seeking to hire a full-time customer service representative to join our Peachtree Corners, GA office in our contact center.
We are seeking customer-focused candidates who will provide exceptional support to residential and commercial customers, accurately process service and installation tickets, and collaborate with internal teams to address inquiries and concerns.
The contact center handles a high volume of callers who want to talk to us to obtain a product or service!
We offer great work/life balance as the schedule is a day shift.
The work schedule for this role is Monday-Friday 9:00 AM-6:00 PM and every other Saturday 7:30 AM-4:00 PM (with one day during the week off during the Saturday rotation).
Position overview:
Schedule and create accurate and complete service tickets for residential and commercial customers.
Promote all products and services, quoting accurate pricing when appropriate.
Handle customer concerns, provide appropriate solutions and alternatives; follow up to ensure resolution.
Conduct outbound calls for customer follow-ups as needed.
Coordinate with dispatch teams to prioritize and fulfill customer requests.
Update and maintain accurate records of customer interactions in the ERP system.
Meet personal/team critical key performance indicators (KPI's).
Follow communication procedures, guidelines, and policies.
Continuously seek opportunities to improve the customer experience and streamline processes.
Ability to work overtime as required OR ability to work additional hours as required.
Other duties as assigned.
Qualifications:
High school diploma or equivalent
Experience in customer service or related field.
Strong communication skills, both verbal and written.
Proficiency in Microsoft Office Suite and CRM software.
Excellent organization and multitasking abilities, and the ability to work independently and collaboratively in a team environment.
Problem-solving skills and customer-focused mindset with flexibility to adapt to changing priorities and work schedules.
What we offer:
Comprehensive medical, dental, and vision coverage available your first full month
Generous paid time off plus paid holidays and floating holidays
Company-paid life insurance, short-term disability, and long-term disability
401(k) with employer match
Health savings account (HSA) and flexible spending account (FSA) options
Voluntary benefits including supplemental life and critical illness coverage
Employee discounts for you and your immediate family
Competitive compensation with annual performance reviews
Successful completion of references, employment verifications, background check, drug screen, and driving record (if applicable) required in advance of hire.
DH Pace Company, Inc. does not accept unsolicited resumes from search firms or agencies.
Any resume submitted to any employee of DH Pace Company, Inc. without a prior written search agreement will be considered unsolicited and the property of DH Pace Company, Inc.
Please, no phone calls or emails.
Equal opportunity employer/protected veterans/individuals with disabilities.