DH Pace Company
Customer Support Representative-Contact Center- Day Shift
DH Pace Company, Atlanta, Georgia, United States, 30383
Overview
Customer Support Representative-Contact Center- Day Shift Location: Atlanta GA Why DH Pace? 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. Overhead Door Company of Atlanta, a DH Pace Company, Inc. is seeking to hire a Full-time
Customer Service Representative
to join our Peachtree Corners, GA office in our contact center. We are seeking customer-focused candidates who will provide exceptional support to residential and commercial customers, accurately processes service and installation tickets, and collaborates with internal teams to address inquiries and concerns. The contact center handles a high volume of callers who want to talk to us to obtain a product or service. We offer great work/life balance as the schedule is a day shift. The work schedule for this role is Monday-Friday 8:00 AM-5:00 PM or 9:00 AM-6:00 PM and every other Saturday 7:30 AM-4:00 PM Position overview
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 (KPIs). 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. Qualifications
High school diploma or equivalent 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 Our benefit offerings
Medical, dental, and vision options: Available on the 1st day of the month following your start date Paid time off plan: 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: Including annual performance evaluations 401k retirement plan: Including an employer match Company paid: Life insurance, short-term disability, & long-term disability and more Successful completion of references, employment verifications, background check, and drug screen required in advance of hire. DH Pace Company, Inc. does not accept unsolicited resumes from search firms or agencies. Any resume submitted to any employee of DH Pace Company, Inc. without a prior written search agreement will be considered unsolicited and the property of DH Pace Company, Inc. Please, no phone calls or emails. 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) Create a Job Alert Voluntary Self-Identification
For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in DH Pace’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Select... Voluntary Self-Identification of Disability
Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026 How do you know if you have a disability? A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability.
Disabilities include, but are not limited to: Alcohol or other substance use disorder (not currently using drugs illegally) Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS Blind or low vision Cancer (past or present) Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or serious difficulty hearing Diabetes Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders Epilepsy or other seizure disorder Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome Intellectual or developmental disability Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD Missing limbs or partially missing limbs Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS) Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities Partial or complete paralysis (any cause) Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema Short stature (dwarfism) Traumatic brain injury Disability Status Select... PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.
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Customer Support Representative-Contact Center- Day Shift Location: Atlanta GA Why DH Pace? 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. Overhead Door Company of Atlanta, a DH Pace Company, Inc. is seeking to hire a Full-time
Customer Service Representative
to join our Peachtree Corners, GA office in our contact center. We are seeking customer-focused candidates who will provide exceptional support to residential and commercial customers, accurately processes service and installation tickets, and collaborates with internal teams to address inquiries and concerns. The contact center handles a high volume of callers who want to talk to us to obtain a product or service. We offer great work/life balance as the schedule is a day shift. The work schedule for this role is Monday-Friday 8:00 AM-5:00 PM or 9:00 AM-6:00 PM and every other Saturday 7:30 AM-4:00 PM Position overview
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 (KPIs). 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. Qualifications
High school diploma or equivalent 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 Our benefit offerings
Medical, dental, and vision options: Available on the 1st day of the month following your start date Paid time off plan: 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: Including annual performance evaluations 401k retirement plan: Including an employer match Company paid: Life insurance, short-term disability, & long-term disability and more Successful completion of references, employment verifications, background check, and drug screen required in advance of hire. DH Pace Company, Inc. does not accept unsolicited resumes from search firms or agencies. Any resume submitted to any employee of DH Pace Company, Inc. without a prior written search agreement will be considered unsolicited and the property of DH Pace Company, Inc. Please, no phone calls or emails. 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) Create a Job Alert Voluntary Self-Identification
For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in DH Pace’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Select... Voluntary Self-Identification of Disability
Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026 How do you know if you have a disability? A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability.
Disabilities include, but are not limited to: Alcohol or other substance use disorder (not currently using drugs illegally) Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS Blind or low vision Cancer (past or present) Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or serious difficulty hearing Diabetes Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders Epilepsy or other seizure disorder Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome Intellectual or developmental disability Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD Missing limbs or partially missing limbs Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS) Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities Partial or complete paralysis (any cause) Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema Short stature (dwarfism) Traumatic brain injury Disability Status Select... PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.
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