Customer Support-Contact Center at DH Pace Company, Inc. in Olathe, Kansas

Job Description:

DH Pace Company, Inc. is growing and aspires to hire a Full-time Customer Service Representative to join our Contact Center team in Olathe, KS. We are seeking customer-focused candidates who provides exceptional support to residential and commercial customers, accurately processes service and installation tickets, and collaborates with internal teams to address inquiries and concerns.

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 with previous 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.

Why DH Pace?

DH Pace Company is a distribution, construction and service organization offering a complete range of door and door related products and commercial security products. The company is privately owned and has been in operation over 95 years!  We have 50+ US offices in 24 states with 2023 company-wide sales of $1 billion.  

Our benefit offerings include:

• Medical, dental, and vision options: Available on the 1st day of the month following your start date!


• Paid time off plan: 13 days accrued annually during your 1st year; 16 days accrued during your 2nd year!


• Paid Holidays: New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day


• Floating Holidays: Up to 2 floating holidays per year


• Competitive compensation: Including annual performance evaluations!


• 401k retirement plan: Including an employer match!


• Company paid: Life insurance, short-term disability, & long-term disability and more!

Successful completion of references, employment verifications, background check, and drug screen 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
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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