Job Overview

The Customer Care Representative serves as the primary point of contact for clients needing equipment support, service, parts, and general assistance. In this role, you will manage customer inquiries from initial contact through resolution, accurately documenting service requests in internal systems. You will collaborate closely with field service, dispatch, parts, and billing teams to ensure timely communication and efficient problem resolution. The ideal candidate brings strong communication, detail-oriented ticket management, and basic troubleshooting skills to deliver an exceptional customer experience.

Schedule: Mon-Fri, final schedule to be determined once hired, EST (40 hrs per week)

Responsibilities

Customer Service & Communication

• Professionally answer inbound customer calls and respond to customer emails in a timely, accurate, and courteous manner.
• Actively manage calls within the Customer Care phone queue based on departmental requirements and business volume.
• Serve as a knowledgeable and reliable first point of contact for customers requiring assistance with equipment, service, parts, orders, and general inquiries.
• Deliver a consistently high level of customer service by demonstrating professionalism, empathy, patience, urgency, and accountability.
• Listen carefully to customer concerns and ask appropriate questions to fully understand the issue before determining the appropriate next steps.
• Handle customer concerns, complaints, and escalations calmly and professionally while maintaining a solution-focused approach.
• Proactively communicate updates to customers when there are changes, delays, or outstanding requirements affecting their service request.
• Ensure customers feel heard, supported, and informed throughout their interaction.
• Build and maintain positive customer relationships through consistent, professional, and reliable communication.
• Maintain ownership of customer inquiries until the appropriate next step or resolution has been clearly established.

Service Request & Ticket Management

• Open, manage, and maintain service tickets for customer equipment and service-related concerns via FSM (internal system).
• Accurately capture customer, equipment, location, and service information when creating service requests.
• Gather detailed information from customers regarding equipment issues, error codes, operational concerns, symptoms, and previous troubleshooting attempts.
• Review available equipment and service history to assist in determining the appropriate course of action.
• Ensure service tickets contain clear, detailed, and relevant notes that allow internal teams and technicians to understand the customer concern.
• Attach or document relevant photos, error codes, troubleshooting information, and supporting documentation when available.
• Coordinate with Dispatch, Field Service, Technical Support, Parts, and other departments as required to support the customer's request.
• Monitor the progress of open service requests and provide appropriate customer follow-up.
• Assist in identifying and prioritizing service requests based on urgency, equipment downtime, customer impact, and established departmental procedures.
• Ensure service requests are updated accurately and promptly as new information becomes available.
• Identify incomplete or unclear information and take appropriate steps to obtain clarification before progressing a request.

Technician & Field Service Support

• Act as an effective communication link between customers and Field Service teams throughout the service process.
• Provide technicians and internal service teams with accurate customer, equipment, troubleshooting, and site information prior to or during service activity.
• Assist with technician-related customer inquiries, including service appointment information, arrival expectations, equipment concerns, and follow-up requirements.
• Communicate customer updates, concerns, and relevant service information to the appropriate internal teams.
• Support the Field Service organization by ensuring customer information and service requirements are clearly documented within the appropriate systems.
• Follow up with customers following significant service issues, escalations, or completed service activity when required.
• Recognize situations requiring Field Service, Technical Support, Dispatch, or management involvement and escalate appropriately.
• Maintain professionalism when communicating with technicians, service providers, customers, and internal departments, particularly when dealing with urgent or complex service situations.

Customer Account & Equipment Verification

• Verify customer contact information, location details, service addresses, and account information during customer interactions.
• Confirm equipment model numbers, serial numbers, installation locations, warranty status, and other relevant equipment details.
• Review customer and equipment records to ensure service requests are being directed to the appropriate location, account, or equipment.
• Update customer and account information within internal systems when required.
• Ensure customer and equipment records are accurate, complete, and up to date.
• Maintain organized and detailed documentation of customer interactions, service activity, and relevant account information.

Escalation Management

• Identify customer concerns requiring additional support, urgent attention, or management involvement.
• Create and manage escalations in accordance with established Customer Care procedures.
• Ensure escalations include a clear summary of the customer concern, actions already taken, outstanding requirements, and the desired next step.
• Communicate professionally and confidently with customers during escalated situations while demonstrating empathy and accountability.
• Work collaboratively with leadership and cross-functional teams to support timely and effective resolution of customer concerns.
• Maintain communication with the customer throughout an escalation when appropriate.
• Follow up on outstanding escalations to ensure they are progressing and that customers receive appropriate updates.
• Recognize recurring or significant customer concerns and bring them forward to Customer Care leadership for review.

OTC Orders, Parts & Consumables

• Process OTC (Over-the-Counter) orders for parts, consumables, and other customer requests accurately and efficiently.
• Verify customer information, equipment details, part requirements, quantities, and order information prior to processing.
• Assist customers in identifying the appropriate parts or consumables based on available information and established procedures.
• Communicate product availability, expected timelines, and relevant order information to customers.
• Ensure OTC orders are documented accurately within company systems.
• Coordinate with Parts and other internal departments when additional information or support is required.
• Follow up on outstanding order-related concerns and communicate relevant updates to customers.
• Identify situations that require Technical Support, Parts, Sales, or management involvement and escalate accordingly.

Troubleshooting & Customer Support

• Perform appropriate initial troubleshooting with customers using approved procedures, internal resources, and available equipment information.
• Gather sufficient information to determine whether an issue can be resolved through Customer Care support or requires Technical Support or Field Service involvement.
• Utilize available internal resources and systems to research equipment information, service history, troubleshooting procedures, and customer records.
• Avoid unnecessary service requests by ensuring reasonable initial troubleshooting has been completed when appropriate.
• Clearly document troubleshooting steps performed and the customer's response within the service record.
• Escalate technical concerns appropriately when the issue is outside the Representative's level of responsibility or expertise.

Reporting & Data Collection

• Gather and document relevant information regarding the customer experience, service timeline, communication history, and resolution.
• Identify recurring customer concerns, service trends, and potential opportunities for improvement.
• Provide accurate and timely information to Customer Care leadership and other departments when requested.
• Assist with identifying opportunities to improve customer communication, service processes, and overall customer experience.
• Contribute customer feedback and recurring trends to departmental discussions and continuous improvement initiatives.

Systems, Documentation & Administrative Responsibilities

• Utilize internal systems, customer databases, service management platforms, communication tools, and other software on a daily basis, including FSM and NAV.
• Maintain accurate, detailed, and professional documentation for all customer interactions and service activity.
• Enter customer notes, service updates, communication records, and other required information promptly and accurately.
• Follow established Customer Care workflows, procedures, and documentation standards.
• Protect confidential customer and company information and maintain appropriate discretion at all times.
• Assist with departmental projects, process improvements, reporting, and administrative responsibilities as assigned.
• Maintain organized work practices and ensure outstanding customer requests are appropriately monitored and addressed.

Cross-Functional Collaboration

• Work collaboratively with Customer Care leadership and internal departments to support a consistent and positive customer experience.
• Maintain effective communication with Field Service, Dispatch, Parts, Technical Support, Billing, Sales, Logistics, and other teams as required.
• Provide relevant customer feedback to internal teams when recurring issues or opportunities for improvement are identified.
• Support departmental initiatives and changes designed to improve customer service, operational efficiency, and communication.
• Demonstrate a willingness to assist other team members and departments when business needs require additional support.
• Contribute positively to a collaborative environment built on accountability, respect, communication, and shared ownership.

Core Expectations

• Demonstrate a consistently professional, positive, and customer-focused approach.
• Treat every customer with respect, empathy, patience, and urgency.
• Take ownership of customer inquiries and follow through on commitments and required next steps.
• Communicate clearly, professionally, and accurately with customers, technicians, vendors, and internal teams.
• Demonstrate strong organizational and time-management skills while managing multiple priorities.
• Maintain accuracy and attention to detail in all customer records, service requests, orders, and communications.
• Exercise sound judgment when determining priorities and appropriate escalation paths.
• Demonstrate adaptability and a willingness to learn about new equipment, systems, processes, and procedures.
• Maintain accountability for assigned responsibilities and follow established departmental standards.
• Contribute positively to team culture and support a collaborative, respectful, and professional workplace.
• Participate in ongoing training and development to strengthen product knowledge, technical understanding, systems knowledge, and customer service skills.
• Represent the organization professionally in every customer and internal interaction.
• Perform other duties and responsibilities as assigned based on business and departmental requirements.

Must-Have Requirements

• 1-2 years of experience in customer service, customer care, technical support, field service coordination, or a similar role.
• Strong experience handling inbound calls, emails, customer inquiries, complaints, and escalations.
• Excellent verbal and written English communication skills.
• Strong listening, questioning, and problem-solving skills.
• Experience creating, updating, and managing service tickets, work orders, or customer support cases.
• Strong attention to detail when documenting customer, equipment, service, and account information.
• Ability to manage multiple customer requests while maintaining accuracy and timely follow-up.
• Comfortable working with CRM, ticketing, service management, or ERP systems.
• Strong computer skills and ability to learn new software and internal systems quickly.
• Ability to perform basic troubleshooting by following established procedures and determining when escalation is required.
• Ability to communicate effectively with customers, technicians, dispatch teams, parts teams, technical support, billing, sales, and other internal departments.
• Strong organizational and time-management skills.
• Demonstrated ability to remain calm, professional, empathetic, and solution-focused when handling difficult or escalated customers.
• Strong sense of ownership and accountability, with the ability to follow customer issues through to the appropriate resolution or next step.
• Willingness to learn technical information related to commercial food equipment, parts, service procedures, and equipment troubleshooting.

Independent Contractor Perks

Permanent work from home

Immediate hiring

Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

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