Inside Technical Customer Service Representative
Soderholm & Associates, Anoka, Minnesota, United States, 55303
The Inside Technical Customer Service Representative serves as a critical point of contact for wholesalers, contractors, and engineers, providing expert technical support and customer‑focused solutions. This role combines deep technical product knowledge, inside sales engagement, and exceptional service delivery to support HVAC and plumbing customers. The ideal candidate is a skilled problem‑solver who thrives in a fast‑paced environment and excels at building strong, long‑term customer relationships.
Technical Support & Customer Assistance
Serve as a primary technical resource for wholesalers, contractors, and engineers.
Provide technical support related to product application, system sizing, troubleshooting, and installation guidance.
Assist customers in diagnosing field issues and recommending effective solutions.
Support warranty inquiries by validating eligibility, processing claims, and providing resolution guidance.
Parts, Pricing & Product Support
Perform accurate parts lookup and identification using internal systems and technical documentation.
Provide customers with pricing and availability for valves, components, and replacement parts.
Communicate lead times, alternatives, and product substitutions as needed.
Inside Sales Focus
Support inside sales efforts by identifying opportunities to upsell or cross‑sell products and solutions.
Strengthen customer relationships through proactive communication and follow‑up.
Serve as a trusted advisor, helping customers select the best technical and commercial solutions for their needs.
Customer Service Excellence
Deliver professional, courteous, and timely customer interactions via phone, email, and internal systems.
Resolve customer concerns efficiently while maintaining a strong customer‑first approach.
Document interactions, solutions, and follow‑ups accurately in CRM or service platforms.
Perform other related duties as assigned.
Requirements
Excellent verbal and written communication skills.
Excellent interpersonal, customer service, and telephone skills.
Proficient in Microsoft Office Suite or related software.
Strong analytical and problem‑solving skills.
Proven ability to work effectively in a fast‑paced service environment.
Strong understanding of mechanical systems, valves, and related components.
Experience supporting contractors, wholesalers, or engineers preferred.
Thorough understanding of equipment, product, industry, and/or services provided to clients.
Ability to explain technical issues to technical and nontechnical employees and customers.
Education And Experience
High School Diploma.
Technical experience in one or more of the following areas is a plus: commercial HVAC service, plumbing maintenance and repair.
Prior experience in a related field is highly preferred.
Physical Requirements
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 25 pounds at a time.
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Technical Support & Customer Assistance
Serve as a primary technical resource for wholesalers, contractors, and engineers.
Provide technical support related to product application, system sizing, troubleshooting, and installation guidance.
Assist customers in diagnosing field issues and recommending effective solutions.
Support warranty inquiries by validating eligibility, processing claims, and providing resolution guidance.
Parts, Pricing & Product Support
Perform accurate parts lookup and identification using internal systems and technical documentation.
Provide customers with pricing and availability for valves, components, and replacement parts.
Communicate lead times, alternatives, and product substitutions as needed.
Inside Sales Focus
Support inside sales efforts by identifying opportunities to upsell or cross‑sell products and solutions.
Strengthen customer relationships through proactive communication and follow‑up.
Serve as a trusted advisor, helping customers select the best technical and commercial solutions for their needs.
Customer Service Excellence
Deliver professional, courteous, and timely customer interactions via phone, email, and internal systems.
Resolve customer concerns efficiently while maintaining a strong customer‑first approach.
Document interactions, solutions, and follow‑ups accurately in CRM or service platforms.
Perform other related duties as assigned.
Requirements
Excellent verbal and written communication skills.
Excellent interpersonal, customer service, and telephone skills.
Proficient in Microsoft Office Suite or related software.
Strong analytical and problem‑solving skills.
Proven ability to work effectively in a fast‑paced service environment.
Strong understanding of mechanical systems, valves, and related components.
Experience supporting contractors, wholesalers, or engineers preferred.
Thorough understanding of equipment, product, industry, and/or services provided to clients.
Ability to explain technical issues to technical and nontechnical employees and customers.
Education And Experience
High School Diploma.
Technical experience in one or more of the following areas is a plus: commercial HVAC service, plumbing maintenance and repair.
Prior experience in a related field is highly preferred.
Physical Requirements
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 25 pounds at a time.
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