Customer Service Agent

Customer Service Representative

Location: Fishers, IN

3 Week PTO!

Shift: 11PM-8PM, M-F (40hrs.)

Key Responsibilities

• Respond to inbound customer calls and emails regarding service and sales requests.
• Gather and accurately enter customer information in real-time into service databases.
• Identify the nature of service requests, including equipment type, warranty status, and service geography.
• Track and categorize customer inquiries, complaints, and follow-up actions to ensure resolution.
• Collaborate cross-functionally with departments such as dispatch, billing, parts, credit, and field management.
• Make outbound calls as needed to provide updates or obtain additional customer information.
• Support accurate service delivery and exceed customer expectations with each interaction.
• Performs other tasks as directed by the supervisor.

Basic Qualifications

• High school diploma or equivalent.
• Minimum 2 years of customer service experience in a fast-paced environment.
• Proficient in computer systems and able to navigate multiple software platforms.

Preferred Qualifications

• Prior experience in a call center, field service business, or restaurant service environment.
• Excellent verbal communication and interpersonal skills.
• Strong time management, multitasking, and organizational abilities.
• Ability to work independently with minimal supervision.
• Proficiency in Microsoft Windows-based applications and willingness to learn proprietary systems.

Work Environment & Job Characteristics

• On-site, customer-focused role in a dynamic, service-driven environment.
• Fast-paced with a high volume of calls
• May assist in onboarding new hires and providing peer support.
• Expected to exercise judgment within policy limits and escalate complex issues as needed.

Safety/Drug Screening

• Capability to pass background checks and initial, and random drug screening

Soft Skills

• Excellent organizational, communication, and leadership skills, including a demonstrated ability to lead multi-disciplinary teams and motivate others
• Ability to interface with cross-functional teams and all levels of personnel/management
• Strong problem-solving and analytical skills
• Able to work independently, managing multiple responsibilities (i.e., self-starter, self-motivated)
• Solid organization and time management skills
• Effective verbal and written communication skills
• Ability to think and act strategically and proactively
• Strong writing and presentation skills
• Resourcefulness, flexibility, and resiliency to operate in a dynamic work environment

The schedule and essential physical functions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions.

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care's application or hiring process due to a disability, please contact the Human Resources department.