Position Summary
The Customer Service Representative is the first point of contact for both HVAC contractors (our dealer customers) and homeowners (end users of our products). You will handle order support, warranty inquiries, product registration, and general service questions across phone and email, coordinating with sales, technical support, and warehouse teams to resolve issues quickly and professionally.
Key Responsibilities
Contractor / Dealer Support
- Process orders, confirm pricing and availability, and provide order status, ETA, and delivery updates
- Handle warranty claims: verify coverage, initiate claims, coordinate replacement parts or units, and track claims through to resolution
- Support returns (RMA), credits, and shipping discrepancy resolution in coordination with warehouse and finance
- Escalate technical questions to Technical Support and pricing/account issues to the assigned Territory Sales Manager
- Maintain accurate account notes, case records, and follow-up commitments in company systems
Homeowner Support
- Respond to homeowner inquiries regarding warranty registration, warranty status, and product information
- Guide homeowners to their installing dealer or an authorized Kepler dealer for service, repair, and quotes
- Handle complaints with professionalism and empathy; document issues and escalate per company policy
- Never provide installation or repair instructions to end users; route all service work through authorized dealers
General
- Answer inbound calls and emails within service-level targets; maintain a professional, courteous tone at all times
- Track recurring issues and report trends (product, logistics, warranty) to management
- Support the sales team with basic account administration during peak periods
- All external communication conducted in English; additional languages an asset for serving diverse customers
Qualifications
Required
- 2+ years of customer service experience, preferably in HVAC, plumbing, electrical, building materials, or another trade distribution environment
- Strong phone and written communication skills in English
- Ability to stay calm and solution-focused with frustrated callers, including homeowners with urgent no-heat/no-cool situations
- Comfortable working across multiple systems (ERP/order entry, email, spreadsheets); accurate data entry
- Strong organizational skills; able to manage a queue of open cases and follow through on commitments
Preferred
- Knowledge of HVAC products and terminology (heat pumps, furnaces, AC, water heaters, refrigerants)
- Experience with warranty claim processing or RMA workflows
- Experience in a B2B distribution or wholesale environment
- Second language (e.g., Mandarin, Cantonese, French) an asset
What We Offer
- Competitive salary commensurate with experience
- Growth opportunity in a rapidly expanding company with new branch openings
- Training on Kepler's full product portfolio
- Collaborative, entrepreneurial team environment
Pay: $18.20-$28.26 per hour
Work Location: In person
