Customer Support Specialist

Position Summary

Packard Culligan Water is looking for a friendly, organized, customer-obsessed, and adaptable Customer Support Specialist to help keep things running smoothly across our dealership locations. No two days are the same. You may be solving customer issues, supporting a busy team, training employees, or helping implement new processes. This is a highly collaborative role that requires frequent travel, flexibility, and a willingness to learn and embrace new ideas. If you thrive in a fast-paced environment, enjoy variety, and are passionate about making a positive impact, we'd like to hear from you!

The Customer Support Specialist plays a vital role in day-to-day operations by delivering outstanding customer service, assisting with dealership functions, and supporting training efforts. Working closely with the Lead Customer Support Specialist, this role ensures consistent service standards and drives continuous improvement across all locations.

This position is remote-based and requires travel of at least 50% to support dealership operations, employee training, and customer experience initiatives across company locations.

Key Responsibilities

Customer Service & Support

• Respond to customer inquiries via phone, email, or in person with professionalism and urgency.
• Resolve customer issues promptly, ensuring satisfaction and alignment with company policies.
• Accurately document customer interactions and maintain data integrity across systems.
• Schedule deliveries, installations, and service calls with efficiency and attention to customer needs.
• Collaborate with internal teams and dealership staff to ensure seamless service delivery.
• Support the maintenance and enhancement of our customer service programs by collaborating with dealerships to drive continuous customer feedback improvements.

Operational Support for Company Locations

• Provide day-to-day operational support to dealership locations, including assistance with billing, inventory, accounts payable, and general office functions.
• Maintain open and positive communication with team members and other departments and provide assistance where possible to support company-wide objectives.
• Serve as a resource for dealership staff by answering process-related questions and offering guidance.
• Assist with month-end close activities and ensure accurate documentation and reporting.
• Support dealership teams during high-volume periods or staffing gaps.

Training & Process Support

• Participate in onboarding and training of new employees at dealership locations.
• Reinforce company policies, procedures, and best practices through ongoing support and coaching.
• Identify knowledge gaps and escalate training needs to the Lead Customer Support Specialist.
• Assist in implementing new procedures and tools across locations to improve efficiency and consistency.
• Actively contribute to key Customer Experience initiatives aimed at enhancing the overall customer journey while identifying and proposing new opportunities for improvement.

Billing & Accounts Receivable

• Support accurate and timely billing processes.
• Contact customers regarding outstanding balances and document follow-up actions.
• Partner with internal teams and third-party vendors to support collections as needed.

Qualifications

• 1-3 years of customer service, administrative, operations support, or related experience, preferably in a multi-location or dealership environment.
• Strong communication, organizational, and problem-solving skills.
• Ability to multitask and adapt in a fast-paced, dynamic environment.
• Proficiency with computer systems and customer service software.
• Ability and willingness to travel a minimum of 50% of the time to support dealership locations, training initiatives, and operational needs.
• Demonstrated willingness to learn, remain open-minded, and embrace new processes, technologies, and business practices.
• Self-motivated, flexible, and comfortable working independently and as part of a team.
• Valid driver's license and ability to travel independently.

Preferred Skills

• Experience in dealership operations, billing, inventory management, or customer service.
• Familiarity with training, onboarding, or mentoring employees.
• Team-oriented with a proactive and service-driven mindset.
• Experience supporting multiple locations or business units.
• Strong attention to detail and commitment to continuous improvement.

Why Join Us?

• Enjoy $0 deductible medical insurance with affordable premiums. Dental, vision, life insurance, and more are included in our comprehensive benefits package.
• Career growth opportunities through training and development.
• Competitive base pay and bi-annual employee incentives.
• 401(k) with employer match.
• Collaborative and innovative work environment.
• Opportunity to make a direct impact on customer and employee experience across multiple locations.

Upon offer, you will be subject to a pre-employment background check, education verification (High School Diploma or equivalent), drug screening, and Motor Vehicle Record review.

Work Location: Remote + Travel (Minimum 50% Travel Required)