Customer Care Representative

Join Our Team at Triplepoint Environmental Are you ready to support a growing team and play a pivotal role in solving problems for our customers? Triplepoint Environmental is looking for a detail-oriented Customer Care Representative to join our dedicated team of engineers, technicians, and professionals. You will be responsible for providing customer support, managing issues/warranty calls, scheduling service visits with both internal and external resources, and ensuring timely solutions for our customers. This role is ideal for a proactive individual with strong organizational skills and a passion for problem solving and providing top notch customer service. Triplepoint Environmental develops, markets, and installs innovative water and wastewater treatment technologies. Our cutting-edge patented solutions have helped communities around the world clean up and treat over 30 billion gallons of water and wastewater. Our unparalleled success has now positioned us to expand from a market contender to be the dominant force in the industry. If you are passionate about practical, impactful engineering by creating and testing innovative new processes, we want to hear from you. In 2023, Triplepoint Environmental joined the Axius Water platform, a portfolio of companies dedicated to reducing nutrient pollution and improving water quality worldwide. Axius Water was recently acquired by Oldcastle Infrastructure, the leading provider of building materials, products, and services for infrastructure projects to several North American market sectors, including water, communications and energy. We're on a mission to lead the industry in innovation and impactand every team member plays a vital role in making that happen. If you're passionate about quality work with real-world impact, we want you on our team. About the Role The Customer Care Representative plays a critical role in supporting municipalities, industrial clients, and engineering partners who rely on our wastewater treatment solutions. This position ensures customers receive outstanding service through installation, start-up, operations, and ongoing support. The ideal candidate is technically curious, highly organized, and comfortable working with both equipment and the people who use it. Key Responsibilities Customer Support & Communication Serve as the primary point of contact for incoming customer service inquiries via phone, email, and online channels. Provide timely, accurate information about products, order status, lead times, pricing, and technical documentation. Assist customers in identifying appropriate equipment and replacement parts based on application needs (e.g., aerators, media, blowers, controls). Track and follow up on all customer issues to ensure successful resolution. Order Management Enter and manage aftermarket orders, RMAs, and service requests in the company ERP/CRM system. Coordinate with production, shipping, engineering, and sales teams to ensure order accuracy and on-time delivery. Communicate shipping dates, delays, and project updates to customers. Technical Assistance Provide basic troubleshooting guidance for equipment issues and direct complex problems to technical services or engineering teams. Assist customers in locating installation manuals, specification sheets, O&M documents, and recommended maintenance procedures. Support warranty claim intake and documentation. Relationship Management Build strong, positive relationships with operators, engineers, procurement personnel, and municipal officials. Follow up after equipment delivery or service work to ensure customer satisfaction. Identify opportunities to improve customer experience and share feedback with internal teams. Administrative & Process Support Maintain accurate customer records, communication logs, and service histories. Participate in ongoing training to stay informed about product updates and industry standards. Qualifications Required 2+ years of customer service or inside sales experience, preferably in a technical or industrial environment. Strong communication skills clear, professional, and customer?focused. Ability to interpret basic technical information (e.g., equipment specifications, part numbers). Proficiency with CRM or ERP systems and Microsoft Office. Strong organizational and multitasking abilities. Preferred Experience supporting equipment used in water/wastewater treatment, environmental systems, mechanical equipment, or industrial machinery. Familiarity with municipal procurement processes. Basic understanding of pumps, valves, blowers, process controls, or treatment technologies. Key Competencies Customer?first mindset Technical curiosity and willingness to learn Problem?solving and attention to detail Adaptability and team orientation Professional written and verbal communication Physical & Work Environment Primarily office?based with computer/phone work; occasional warehouse or production floor interaction. Up to 25% travel may be required for training or customer visits. What We Offer Triplepoint offers a competitive compensation package, with a salary of $60,000 USD - $68,000 USD (depending on experience), full benefits including 401k, bonus potential, and a vacation and holiday package. Our Core Values At Triplepoint, our values define who we are: Stay Hungry. We Say It, We Do It. Give a Sh*t. Next Level. Team First. We commit to our customers, partners, and employees that we will do everything possible to live up to these values, and we expect the same from our team members. We are not a stodgy behemoth of a company where you can't see the impact of your work; we want you to apply your efforts directly towards making the world a better place, and will give you the opportunity, responsibility, and autonomy to do so. Your Next Steps If we sound like the type of company you'd like to work with and you are ready to embark on a rewarding career with Triplepoint, apply now to Customer Care Representative position. We look forward to connecting with you. Triplepoint Environment is an Equal Opportunity Employer. We value and respect each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.