Customer Service Representative - Part-time

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, as well as engineering design, energy resilience, asset recycling, and seamless multi-site rollouts.

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

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 more.
• Pet Insurance.
• Legal Plan, and ID Theft Protection.

Pay

$20/hr

Schedule

Part-time: 20 hours/week