Customer Accounts 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: $23/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 Accounts Representative is responsible for processing and completion of open service calls of assigned customers/accounts using third party online systems in a prompt, accurate, and professional manner and following customers’ requirements and company standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Administers and processes service calls in line with customer’s requirements.
• Ensures accurate and timely data entry of service calls from opening till completion.
• Manages open service calls progress and “after-the-fact” quotes to ensure completion rate in the system at 90% or over, there should be no more than 10% of calls rejected or disputed.
• Escalates any customer/account issues, problems and exceptions to the Customer Account Specialist.
• Submits quotes and communicates service calls progress with customers in accordance with contract requirements.
• Carries out all responsibilities in an honest, ethical and professional manner.
• Embodies the CoolSys CARES culture (Collaboration, Accountability, Respect, Empowerment, Safety).
• Performs other duties as assigned.

Qualifications

Education / Training

• High school diploma, GED, or completion of Business/office vocational training.
• AA degree a plus.

Work Experience / Skills

• 2+ years of data entry and/or office-based customer service experience preferred.
• Ability to be punctual and dependable.
• Ability to manage multiple service calls, set and balance competing priorities with good organizational skills and ability to multitask.
• Ability to solve problems and apply good judgement.
• Excellent verbal/nonverbal and written communication skills.
• Strong customer service skills, including an ability to proactively address customer issues and concerns and ability to forge strong working relationships with customers and colleagues.
• Ability to use typical business tools including MS Word, MS Excel, Outlook, online databases, etc.
• Ability to understand and follow customers’ contract, score cards, etc.
• Ability to work constructively in a team environment and follow instructions from superiors.
• 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.