Aftermarket Customer Support Olathe KS

Overview

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 2024 company-wide sales over $1 billion.

Our mission is to enhance the communities we serve by improving the safety, convenience, and aesthetics of the buildings where we live, work, and play. Our foundation of values represents who we are and what we stand for. Values are never situational or circumstantial, they are always and forever. Our core values are R.I.S.E. Respect, Integrity, Service, and Excellence.

DH Pace Company, Inc. is growing and aspires to hire Customer Support Representatives 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.

Schedule and Position Details

• Both part-time and full-time employees.
• In-office position.
• Schedule:
  Monday-Friday, 1:00pm-10:00pm (with two consecutive days off). Saturdays & Sundays, 1:00pm-10:00pm. Part-time availability required within these hours.

• 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.

• 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.

• Medical, dental, and vision options available on the 1st day of the month following your start date.
• Paid time off: 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 and annual performance evaluations.
• 401(k) retirement plan with employer match.
• Company-paid life insurance, short-term disability, and long-term disability.
• and more.

Successful completion of references, employment verifications, background check, and drug screen required in advance of hire.

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)

Do not submit resumes through unsolicited methods or contact any employee without a prior written search agreement. No phone calls or emails accepted.