Customer Care Representative

Customer Care Representative

The specific pay rate and level will depend on the successful candidate's qualifications, prior experience and location. We are located in the DFW Airport Business Park.

A Day in the Life

The Customer Care Representative serves as a key point of contact for customers, supporting equipment rental inquiries and ensuring timely, accurate service from start to finish. This role is responsible for managing customer requests, coordinating scheduling and logistics, resolving service issues, and maintaining clear communication with both customers and internal teams. The ideal candidate is detail-oriented, responsive, and able to manage multiple priorities while delivering a high level of customer service in a fast-paced environment.

What You'll Do

• Handle customer calls and emails related to equipment rentals, providing timely and accurate support
• Resolve service inquiries end-to-end, including repairs, returns, exchanges, and equipment issues
• Review returned equipment and determine appropriate next steps, including repair, reuse, or removal from service
• Investigate and resolve order or billing discrepancies, coordinating documentation and return logistics with customers
• Communicate clearly with customers and internal teams to ensure alignment on order status, changes, and issue resolution
• Provide basic technical guidance on equipment use and troubleshooting to customers and internal partners
• Develop knowledge of equipment, services, and customer needs to deliver effective support
• Deliver timely, professional service and works to resolve customer needs
• Share information clearly with customers and internal teams
• Maintain accuracy in scheduling, orders, and documentation
• Prioritize and manage multiple tasks in a fast-paced environment
• Identify issues and take appropriate action to resolve them
• Organize scheduling, logistics, and follow-up activities effectively
• Takes ownership of work and follow through on commitments
• Works well with cross-functional teams to support customers
• Adjust to changing priorities and workload demands
• Learn systems, processes, and equipment needed to perform the role
• Perform other duties as assigned

Must Haves

• 2+ years of experience in a customer service, dispatch, logistics, or operations support role
• Proven ability to manage multiple tasks and prioritize work in a fast-paced environment
• Strong attention to detail with a focus on accuracy in scheduling, data entry, and documentation
• Excellent verbal and written communication skills
• Demonstrated problem-solving skills and ability to handle customer issues independently
• Strong organizational and coordination skills, with the ability to manage competing priorities
• Proficiency in Microsoft Office and ability to learn new systems and tools quickly
• Ability to work collaboratively with cross-functional teams

• Must be able to lift up to 30 pounds unassisted

Nice to Haves

• Bilingual skills are a plus
• Associate degree or equivalent relevant experience

• Experience in equipment rental, logistics, or service operations is a plus

Perks

• A great place to work where you're encouraged to share ideas and opinions—because you matter
• Wellness resources to support quality of life, including topics like nutrition, exercise, emotional health, and more
• Paid time off, plus 10 company-paid holidays and 2 half-day holidays
• A variety of benefits designed to offer flexibility, choice, and a simple selection experience
• 401(k) retirement plan with company match
• On-site gym
• Company-paid life insurance
• Additional options, including DailyPay, HSA, FSA, EAP, and pet insurance

Flexibility & Evolving Responsibilities

This job posting describes the general nature and level of work expected in this role and is not intended to be a comprehensive list of all duties and responsibilities. Responsibilities may evolve over time, and team members may be asked to take on additional tasks or adjust priorities in response to changing business needs, with or without notice. This flexibility supports our commitment to collaboration, agility, and shared success.

Pre-employment screenings are conducted after a conditional offer of employment is extended, in accordance with fair hiring laws. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, on the basis of disability and any other legally protected status. We are interested in every qualified candidate who is legally authorized to work in the United States on a permanent basis. At this time, we do not sponsor employment visas or provide immigration sponsorship now or in the future. Our company uses E-Verify to confirm employment eligibility.