Customer Support Representative

Responsibilities

• Schedule and create accurate service tickets for residential and commercial customers
• Promote products and services and quote accurate pricing
• Handle customer concerns, provide solutions and alternatives, and 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 and team KPIs
• Follow communication procedures, guidelines, and policies

Requirements

• High school diploma or equivalent
• Previous experience in customer service or a related field
• Strong verbal and written communication skills
• Proficiency in Microsoft Office Suite and CRM software
• Excellent organization and multitasking abilities
• Problem-solving skills and a customer-focused mindset
• Flexibility to adapt to changing priorities and work schedules

Benefits

• Comprehensive medical, dental, and vision coverage available from the 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

About the Company

DH Pace Company is a family-owned, privately held business and an industry leader in the distribution, installation, maintenance, and repair of commercial, industrial, and residential door, docking, and security products. With annual sales over $1 billion and 60+ offices across the continental United States, DH Pace is celebrating its 100th anniversary in 2026.