Customer Service Representative

Controlled Holdings, an award-winning distributor of HVAC supplies and controls, is currently seeking an energetic and driven Customer Service Representative to join our team! Bilingual proficiency in English and Spanish is preferred but not required.

A successful candidate is a proactive, resourceful go-getter who thrives on solving problems and connecting with people. You have a natural ability to put customers at ease, create a positive ordering experience, and confidently address customer inquiries with professionalism and ease.

Our Core Values:

• Start with people first
• Own it
• Solve problems at their core
• Never stop learning
• Operate with Urgency
• Demand excellence not perfection
• Work hard while having fun

The Work You’ll Do:

• Understand our products and services well enough to answer questions and solve customer problems via phone, email, and chat.
• Process customer orders and returns and prepare quotes as needed.
• Monitor the Customer Service inbox and respond promptly to customer inquiries.
• Monitor and respond to customers on all ecommerce platforms to ensure orders are placed with accuracy and efficiency.
• Act as the liaison between our sales team and the customer by discussing any issues with their order (back-ordered product, updating tracking info, etc.)
• Identify and assess customer data by acting as a customer advocate within the company.
• Forward any technical support calls to the Customer Service Engineer team.
• Suggest and implement process improvements to enhance customer experience and internal workflows.
• Work closely with sales, operations, and marketing teams to resolve issues and ensure seamless order processing and delivery.
• Trouble shoot any issues with orders or products that arise, provide solutions, and escalate when necessary

What we are looking for:

• 1-3 years of customer service experience.
• Knowledge of MS Outlook, Word and Excel
• Passion for customer service, people, and technology
• Creative problem-solving strategies
• Ability to remain calm and collected when handling difficult situations with customers.
• Effective communication and interpersonal skills both internally and externally.
• Ability to speak conversationally in both English and Spanish is a plus!

The Perks:

At Controlled Holdings, we’re on a mission to do business better. We take ourselves lightly, and our work seriously. We move fast, think creatively, and yes—we run on a little too much Diet Coke. Most importantly, we win as a team. Apply to join us today!