Inside Technical Customer Service Representative

The Inside Technical Customer Service Representative serves as a critical point of contact for wholesalers, contractors, and engineers, providing expert technical support and customer-focused solutions. This role combines deep technical product knowledge, inside sales engagement, and exceptional service delivery to support HVAC and plumbing customers. The ideal candidate is a skilled problem-solver who thrives in a fast-paced environment and excels at building strong, long-term customer relationships.

Technical Support & Customer Assistance

• Serve as a primary technical resource for wholesalers, contractors, and engineers.
• Provide technical support related to product application, system sizing, troubleshooting, and installation guidance.
• Assist customers in diagnosing field issues and recommending effective solutions.
• Support warranty inquiries by validating eligibility, processing claims, and providing resolution guidance.

Parts, Pricing & Product Support

• Perform accurate parts lookup and identification using internal systems and technical documentation.
• Provide customers with pricing and availability for valves, components, and replacement parts.
• Communicate lead times, alternatives, and product substitutions as needed.

Inside Sales Focus

• Support inside sales efforts by identifying opportunities to upsell or cross-sell products and solutions.
• Strengthen customer relationships through proactive communication and follow-up.
• Serve as a trusted advisor, helping customers select the best technical and commercial solutions for their needs.

Customer Service Excellence

• Deliver professional, courteous, and timely customer interactions via phone, email, and internal systems.
• Resolve customer concerns efficiently while maintaining a strong customer-first approach.
• Document interactions, solutions, and follow-ups accurately in CRM or service platforms.
• Performs other related duties as assigned.

• Excellent verbal and written communication skills.
• Excellent interpersonal, customer service, and telephone skills.
• Proficient in Microsoft Office Suite or related software.
• Strong analytical and problem-solving skills.
• Proven ability to work effectively in a fast-paced service environment
• Strong understanding of mechanical systems, valves, and related components
• Experience supporting contractors, wholesalers, or engineers preferred
• Thorough understanding of equipment, product, industry, and/or services provided to clients.
• Ability to explain technical issues to technical and nontechnical employees and customers.

Education and Experience:

• High School Diploma
• Technical experience in one or more of the following areas is a plus.

o Commercial HVAC service

o Plumbing maintenance and repair

• Prior experience in a related field is highly preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at a time.