You’ll be the primary point of contact for customers calling in and seeking help with identifying parts, product information, and equipment issues. In this fast-paced role, you’ll use your communication skills and problem-solving ability to guide customers to the right solutions, and ensure a smooth, positive experience from start to finish. .
Responsibilities
● Handle INBOUND phone calls, emails, and live chats (no cold calling or outbound sales) from customers seeking parts, product information, or technical guidance.
● Ask diagnostic questions to identify equipment issues and recommend the correct parts by understanding symptoms, equipment models, and common failure points.
● Enter orders quickly and accurately, verify inventory availability, and ensure each order is prepared for timely fulfillment.
● Provide customer support for returns, order corrections, and shipping questions, ensuring each interaction is resolved with professionalism and care.
● Develop product knowledge across multiple equipment categories (pressure washers, heaters, fireplaces, air compressors, etc.) with ongoing training and hands-on learning.
● Collaborate with a small, supportive team to troubleshoot complex issues, share product insights, and maintain a smooth, customer-focused workflow
Qualifications
● Proven experience in customer service, or technical support roles, especially in environments involving mechanical, power equipment, or parts-related products. Applicants should be comfortable guiding customers through decisions and explaining solutions clearly.
● Strong verbal communication abilities in English, with a friendly, confident phone presence. You should be comfortable talking with customers all day, maintaining professionalism and clarity throughout a high volume of inbound calls.
Bilingual skills (Spanish/English) are a strong advantage.
● Ability to learn and understand technical specifications for power equipment and communicate them in simple, accurate terms. Prior mechanical or equipment-related knowledge is helpful — but not required. We will train motivated individuals who enjoy hands-on learning and problem-solving.
● Exceptional customer service skills with a proactive, solutions-focused mindset. You should enjoy helping customers identify the right part, walking them through the process, and building positive customer relationships with each interaction.
● Motivated, dependable, and eager to learn. We’re looking for someone who takes initiative, follows through on responsibilities, and is excited to grow their product knowledge and skill set over time.
● Strong computer and multitasking skills, including the ability to look up parts, enter orders, search product data, and document customer interactions while actively staying engaged on the phone. The ability to handle multiple screens and systems efficiently is important.
● Demonstrated ability to work independently while thriving in a team-oriented environment, managing multiple priorities such as inbound calls, emails, and chat inquiries without losing accuracy or customer rapport.
Join us as a Customer Service and Technical Support Associate and put your communication skills to work every day by helping customers choose the right parts, guiding them through the buying process, and building valuable sales and problem-solving experience in a fast-paced environment.
