Customer Service Representative Evening Shift

Position Summary

MRCOOL, LLC is seeking a dependable and customer-focused Customer Service Representative to join our evening shift team.

The Customer Service Representative is responsible for engaging with customers on behalf of MRCOOL, LLC and providing professional, knowledgeable, and timely assistance regarding our products and services.

This position serves as an important point of contact between MRCOOL and its customers. The ideal candidate will have excellent communication skills, a positive attitude, strong problem-solving abilities, and the ability to remain professional and patient when assisting customers with questions or concerns.

Essential Duties and Responsibilities

• Answer incoming customer phone calls and respond to customer emails in a professional and timely manner.
• Assist customers with questions regarding MRCOOL products, services, warranty processes, and general product information.
• Listen carefully to customer concerns and determine the appropriate solution or next steps.
• Provide accurate information while following established company policies, procedures, and warranty guidelines.
• Document customer interactions, concerns, and resolutions accurately in the company's customer service/ticketing system.
• Follow up with customers when additional information or action is required.
• Escalate complex technical, warranty, or customer concerns to the appropriate department when necessary.
• Work collaboratively with Customer Service, Warranty, Technical Support, and other departments to resolve customer issues.
• Participate in customer service team meetings and contribute ideas for improving customer communication, service processes, and customer satisfaction.
• Maintain expert knowledge of MRCOOL products, services, policies, and procedures.
• Stay informed about new products, product updates, warranty requirements, and changes in company procedures.
• Maintain a professional and courteous attitude when dealing with customers, coworkers, vendors, and other business partners.
• Meet department expectations for attendance, productivity, response times, ticket completion, and customer service quality.
• Perform other duties and responsibilities as assigned by management.

Evening Shift Expectations

The Evening Shift Customer Service Representative will be expected to:

• Maintain reliable attendance and punctuality for scheduled evening shifts.
• Provide consistent customer support throughout the assigned shift.
• Work independently while remaining an active member of the Customer Service team.
• Manage multiple customer inquiries and Jriorities while maintaining accuracy and professionalism.
• Communicate effectively with team members and management regarding outstanding customer concerns and issues requiring follow-up.

Qualifications Required

• High school diploma or equivalent.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to remain calm, patient, and professional when dealing with difficult or frustrated customers.
• Strong attention to detail and organizational skills.
• Ability to learn and retain detailed product and company information.
• Basic computer skills and the ability to navigate multiple computer programs and systems.
• Ability to work effectively both independently and as part of a team.
• Reliable attendance and ability to work the assigned evening schedule.

Preferred

• Previous customer service or call center experience.
• Experience working with HVAC, home improvement, or manufactured products.
• Experience working with warranty or technical support.
• Experience with ticketing, CRM, or customer service software.

Skills and Attributes

The successful candidate should demonstrate:

• Customer Focus: Places the customer's needs at the center of every interaction.
• Communication: Clearly and professionally communicates information by phone, email, and other communication channels.
• Problem Solving: Identifies customer concerns and works toward practical and appropriate solutions.
• Product Knowledge: Develops and maintains a strong understanding of MRCOOL products and services.
• Teamwork: Works cooperatively with coworkers and other departments to provide an exceptional customer experience.
• Professionalism: Represents MRCOOL and the Comfort Made Simple philosophy in every customer interaction.
• Adaptability: Able to learn new products, systems, policies, and procedures as the company evolves.

Compensation & Benefits

Job Type: Full-Time

Expected Hours: No less than 40 hours per week

Benefits Include:

• 401(k)
• 401(k) matching
• Health insurance
• Dental insurance
• Vision insurance
• Group Term Life insurance
• Flexible schedule
• On-the-job training
• Paid time off (PTO)
• Paid company observed holidays

What We Are Looking For

We are looking for someone who understands that excellent customer service is more than simply answering a phone call. The right candidate will take ownership of customer concerns, provide accurate information, communicate effectively, and work to ensure every customer receives a positive experience with MRCOOL.

If you are dependable, customer-focused, enjoy helping people, and are looking for a full-time opportunity with a growing company, we encourage you to apply for the Evening Shift Customer Service Representative position with MRCOOL, LLC.

Expected hours: 40.0 per week

Benefits:

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

Work Location: In person

Salary : $35,749 - $45,118