Customer Experience Rep

Customer Experience Representative

The Duravent Group is a recognized global technology leader in the HVAC industry, first-to-market with innovations in venting systems. Founded in 1956, our $500 million + company is headquartered in Detroit, Michigan, and has 15 locations across Canada, Mexico, and the United States. Duravent leads with best-in-class design and manufacturing capabilities, world-class distribution networks, and customer-first service and support. We ensure quality and drive safety through scientifically proven materials and unequaled engineering.

Duravent acquired Grand Rapids-based Hart & Cooley in 2021. A leader in the HVAC industry since 1901, the Hart & Cooley acquisition brings a legacy of quality and service, robust manufacturing and distribution capabilities, and a suite of trusted brands into the Duravent family.

As a combined company, Duravent is uniquely positioned as the next generation leader in interior climate technology industry. Our team of passionate professionals needs you! Come join us and help us build for the future!

This Role

Our Customer Experience team is seeking a professional Customer Experience (Customer Service) Representative. This will be a remote based role residing within a commutable distance to our Grand Rapids office.

What You Will Do

In an effort to help the Customer Experience department achieve the goal of 100% customer satisfaction, the Customer Experience Representative will be responsible for answering a high volume of calls, handling customer requests, quoting and working on other related customer service activities for our Residential Division.

How You Will Do It

• Manage orders, including checking status, expediting and tracking shipments, serving as liaison to other departments processing orders.
• Respond to customer requests, questions, and complaints. Escalate customer complaints to supervisor as needed.
• Maintain an 'all in this together' attitude, fostering a positive team environment.
• Remain up to date on various marketing promotions, price changes, new products and delivery options.
• Provide sales quotes, samples, and sales materials to customers as needed.
• Process documentation for returns/replacements as needed.

What We're Looking For

• High school diploma or GED required with 5 years in a customer service role
• Proficiency with Microsoft Office Suite, including Word, Excel, and Outlook. Experience with pivot tables and V-lookups a plus.
• Experience in an ERP, especially Oracle and/or SAP.
• Current U.S. work authorization without requiring future visa sponsorship.

What We Offer

• 401(K) with match
• Thirteen Paid Holidays
• Paid Vacation
• Paid Personal Time Off
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Long Term Disability Insurance
• Short Term Disability Insurance (variable per state)
• Life Insurance
• Flexible Spending Accounts
• Employee Assistance Plan

EEOC Statement

Duravent is an equal opportunity employer committed to making employment decisions solely on valid job requirements. We provide employment opportunities to all qualified applicants without regard to race, color, creed, genetic information, religion, national origin, gender, sexual orientation, gender identity/expression, age, disability, or veteran status.