Customer Service Representative

Job Description

Job Description

Overview

CoolSys solves the most complex challenges in refrigeration, air conditioning, heating, engineering, and energy management. With over 3,700 associates nationwide, we deliver tailored solutions to help businesses cut costs, improve equipment performance, and reduce emissions.

Our services include HVAC and refrigeration equipment sourcing, installation, repair, maintenance, monitoring, and optimization. We also offer engineering design, energy resilience and consumption optimization, asset recycling, and seamless multi-site rollouts across states.

CoolSys serves over 45,000 customer locations in industries like retail, food service, commercial, data centers, industrial, and pharmaceuticals.

No wonder Newsweek named CoolSys one of America’s Greatest Workplaces!

We understand that hiring great people is the foundation of everything we do. Our employee benefits packages include:

• Competitive pay: $21/hr
• Benefits: Medical, Dental, Vision and Prescription coverage.
• Paid vacation, holidays, and floating holiday.
• 401(K) with Company match.
• Company sponsored life insurance, as well as optional AD&D, short and long-term disability.
• Tuition reimbursement.
• Employee discounts on vehicles, hotels, theme parks, select cell phone bills and so much more.
• Pet Insurance.
• Legal Plan, and ID Theft Protection

Responsibilities

The Customer Service Representative is responsible for providing outstanding support to customers by addressing their inquiries, resolving issues, and ensuring a positive customer experience. The ideal candidate will possess strong communication skills, problem-solving abilities, and a customer-first mindset.

The schedule for this position will be Thursday-Sunday 7:00pm-6:00am.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond to customer inquiries via phone, email, live chat, or social media in a professional and courteous manner.

• Handle customer complaints, issues, and concerns with patience and empathy, striving for first-contact resolution.

• Process orders, returns, and exchanges accurately and efficiently.

• Maintain up-to-date knowledge of products, services, and policies to provide accurate information to customers.

• Document all customer interactions, issues, and resolutions in our CRM system.

• Work closely with other departments (e.g., sales, technical support) to resolve complex customer issues.

• Strive to exceed customer expectations by delivering a high level of service in every interaction.

• Identify opportunities for process improvements to enhance the customer experience.

• Meet or exceed performance goals such as customer satisfaction, response time, and resolution rates.

• Embodies the CoolSys CARES culture (Collaboration, Accountability, Respect, Empowerment, Safety).

• Performs other duties as requested.

Qualifications

Education / Training

• High school diploma or equivalent

Work Experience / Skills

• 1-2 years of experience in customer service or related fields (preferably in a contact center environment).

• Excellent communication skills, both written and verbal.

• Strong problem-solving skills and the ability to think critically under pressure.

• Proficient with customer service software, CRM systems, and basic office software (e.g., Microsoft Office, Google Workspace).

• Ability to remain calm and professional in challenging situations.

• Strong attention to detail and organizational skills.

• Ability to work both independently and as part of a team.

• Ability to learn quickly and work in a fast-paced environment.

• Detail oriented and thorough.

• Excellent oral and written communication skills.

• High level of initiative and professionalism.

• Excellent verbal and written communication skill.

• Ability to handle multiple assignments or projects simultaneously.

• Ability to understand and follow all company policies and procedures and all applicable State and Federal laws.

• Ability to use typical business tools including E-Mail, Word, Excel, etc.