Fallsway Equipment Company

Compensation

Full Description

Job Summary We are looking for a customer-first Product Support Specialist who is passionate about helping people and delivering an exceptional service experience. In this role, you will be the voice of the company, supporting customers by answering questions, resolving concerns, coordinating service support, and ensuring every interaction is handled with care, accuracy, and professionalism. The ideal candidate is a strong communicator, a problem-solver, and someone who genuinely enjoys assisting customers and building trust. Key Responsibilities • Serve as the primary point of contact for customers, responding to inquiries via phone, email, live chat, or in person in a friendly, professional, and timely manner. • Actively listen to customer concerns, demonstrate empathy, and work diligently to resolve issues to the customer’s satisfaction. • Provide clear and accurate information about products and services, including features, pricing, availability, warranties, and company policies. • Dispatch field technicians by accurately scheduling service appointments, assigning work orders, and coordinating timelines to meet customer expectations. • Maintain and communicate accurate daily and hourly schedules for field technicians, ensuring alignment between customers, technicians, and internal teams. • Process customer orders and accurately document all interactions, resolutions, and follow-ups in the EBS system. • Follow established customer service procedures, communication standards, and data-handling policies to ensure consistency and compliance. • Identify complex, sensitive, or high-priority issues and escalate them appropriately to ensure timely resolution. • Maintain accurate, up-to-date customer records to support seamless service and follow-through. • Collaborate closely with internal teams such as sales, technical support, billing, and operations to resolve customer concerns and share valuable customer feedback. • Meet or exceed customer service performance metrics, including response time, scheduling accuracy, call volume, customer satisfaction, and first-contact resolution. Qualifications • High school diploma or equivalent required. • Previous experience in customer service, dispatching, call center support, or product support preferred. • Strong verbal and written communication skills with a customer-focused mindset. • Ability to remain calm, professional, and solution-oriented in fast-paced or high-pressure situations. • Strong organizational skills and attention to detail. • Comfortable using scheduling tools, customer management systems, and basic office technology. Why Join Us • Be part of a team that values customer satisfaction and teamwork. • Play a key role in connecting customers with timely, reliable service. • Supportive environment with opportunities to grow and develop your skills. Pay: $19.00 - $22.00 per hour Benefits: • 401(k) • 401(k) matching • Dental insurance • Health insurance • On-the-job training • Paid time off • Referral program • Vision insurance Work Location: In person