Job Description

HVAC- Customer Support Specialist II- Call Center

Job Description

Position : Customer Support Specialist II

Reports To:  Director of Customer Support

Position Summary:  Arctic Industries is a leading manufacturer of walk-in coolers and freezers. The Customer Support Specialist II is responsible for providing exceptional customer and technical support to our clients. This role involves managing customer inquiries, processing orders, and coordinating with production and logistics to ensure timely delivery. The position requires in-depth knowledge of walk-in cooler and freezer products, strong communication skills, and the ability to resolve complex customer issues efficiently.

Duties and Responsibilities:

• Respond promptly to customer inquiries via phone and email
• Assist customers with inquiries related to walk-in installation, refrigeration, parts, issues, warranty status, etc.
• Process quote requests and parts orders promptly
• Coordinate with production, supply chain, and logistics teams to track parts order status and expedite shipments when necessary
• Communicate parts order updates, delays, or changes to customers professionally and proactively
• Maintain and update internal database systems to track parts orders, invoices, and customer information
• Process warranty claims
• Act as a technical liaison between customers and Original Equipment Manufacturers (OEMs)
• Ensure service technicians, contractors, and installers adhere to Arctic's service and warranty guidelines
• Diffuse critical situations in a calm and organized manner
• Handle escalated customer inquiries and complaints, ensuring swift resolution with a high level of professionalism and escalate when necessary
• Provide basic technical support including troubleshooting installation, maintenance, and operational issues
• Play a key role in developing and evolving best practices for customer support
• Maintain detailed knowledge of Arctic's walk-in products, including specifications, installation requirements, and maintenance
• Participate in training sessions and product updates to stay current with product developments and industry trends
• Provide feedback to management on recurring issues and customer concerns to improve products and processes
• Actively communicate with other support team members, as well as the Engineering, Manufacturing, and Sales departments, about parts orders and ongoing issues
• Perform other duties as requested by the Director of Customer Support

Knowledge, Skills and Education: 

• 3-4 years of customer service or support experience in a manufacturing environment. HVAC/Refrigeration/walk-in cooler & freezer industry experience preferred
• High School diploma or GED
• Certificate, Associate’s or Bachelor’s degree in HVAC/REF preferred
• Proficiency in MS Office and CRM systems.
•  Proficiency in SharePoint and Teams preferred
• Proficiency in NetSuite & QuickBase preferred
• Proficient in managing multiple internal conversations simultaneously (e.g., MS Teams), including interactions with team members, leadership, support and other chat channels.
• Exhibits patience and natural communication skills, proper phone etiquette, including the use of client-specific language and positive positioning; able to articulate clearly, use complete sentences, and maintain excellent spelling and grammar.
• Demonstrates stable performance under pressure or opposition, such as time constraints, job ambiguity, and escalated customer calls
• Multitask effectively between customer calls and logging case notes
• Exceptionally organized, both mentally and in your workspace
• Strong problem-solving abilities and attention to detail
• Highly proficient in self-directed learning and persistent in seeking solutions beyond readily available resources
• Maintains a positive attitude and a "can-do" mindset
• Skilled at managing time, activities, and priorities independently without direct supervision
• Open to constructive coaching and able to implement performance objectives effectively
• Electrical knowledge preferred
• Exceptional communication, negotiation, and conflict resolution skills
• Experience with processing warranty claims with OEMs and vendors
• Knowledge of walk-in coolers and freezers and refrigeration systems preferred
• Experience in B2B customer support or technical product support

Language, Physical, and Travel Requirements :

• Excellent proficiency in spoken and written English is required
• Proficiency in Spanish is preferred
• Extended periods of sitting at a desk and working on a computer
• Willing to work occasional weekends and holidays on a rotating basis
• Occasionally lifting weights of up to 45 pounds
• Willing to travel occasionally

Company Offered Benefits:

• Health, vision, and dental insurance plans
• Paid time off (PTO) 
• Paid holidays
• 401(k) retirement plan with Company match

Our strength resides in the great people we hire from a wide variety of backgrounds. If you share our values that everyone is our customer and every customer comes first, you will find a home at Arctic.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

All applicants must be authorized to work in the U.S. without sponsorship and be able to pass a pre-employment background and drug screening.

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