Job Description

Job Title: Customer Support Representative I

Job Summary:

The Customer Support Representative I is responsible for providing proactive communication and building collaborative relationships with both internal and external customers. This role involves handling a high volume of inbound customer calls efficiently, identifying customer needs, resolving issues, addressing complaints, and offering effective solutions. Additionally, the representative will work toward meeting both personal and team performance targets, both qualitative and quantitative.

Key Responsibilities:

1. Customer Interaction: Actively listen to customers to understand their needs, concerns, and complaints, employing de-escalation techniques to manage difficult situations. Foster strong relationships by exceeding customer expectations and going the extra mile. (70%)

2. Professional Collaboration: Maintain professional, cross-functional relationships with both internal teams and external customers. (10%)

3. Process Coordination: Coordinate with relevant departments to ensure compliance with response times and customer satisfaction metrics. (10%)

4. Special Projects/Assignments: Assist with additional special projects or assignments as required. (10%)

Minimum Job Qualifications:

• Education/Training:

• High school diploma or equivalent.

• Experience:

• At least 2 years of experience in a fast-paced call center or customer support environment, with a proven ability to resolve customer issues efficiently.

• HVAC industry experience is a plus.

• Skills and Knowledge:

• Strong customer relationship-building skills, with the ability to create trust and reliability.

• Attention to detail and high proficiency in multitasking, especially on a computer.

• Advanced skills in Microsoft Office Suite.

• Excellent customer service skills, with a demonstrated ability to handle challenging customer interactions successfully.

• Knowledge of the HVAC industry is a plus.

• Excellent written and verbal communication skills.

• Ability to perform well in a high-volume, fast-paced call center environment.

• Ability to work independently and as part of a team.

• Strong organizational skills and time-management focus.

• Must demonstrate integrity and professionalism in all interactions. Working Conditions:

• Environment:

• Office and warehouse setting.

• Must operate a computer keyboard, telephone, and video display terminal for over 90% of work time.

• Must have the ability to distinguish visual details, including color and numeric information.

• Schedule:

• Availability to work an 8-hour shift between 6:00 AM and 6:00 PM Central Time, Monday through Friday, with occasional overtime.

• Ability to report to the Roanoke, Texas office location as needed.

• Physical Requirements:

• Ability to lift, move, or adjust office equipment, boxes, or materials weighing up to 25 pounds, following proper lifting procedures.

• Occasional need to work beyond normal hours.As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here ( for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.Get a complete career fit with Kelly ® . You’re looking to keep your career moving onward and upward, and we’re here to help you do just that. Our staffing experts connect you with top companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in your career.About Kelly Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center.Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.

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