Job Overview Copeland, a leader in innovative climate technologies and engineering solutions, is seeking a dedicated Customer Service Representative to join our growing team in the United States. In this vital role, you will serve as the primary point of contact for our valued customers, ensuring their needs are met with prompt, professional, and personalized service. As part of our commitment to excellence, you will contribute to enhancing customer satisfaction and loyalty while supporting our mission to create sustainable solutions for a better world. Key Responsibilities You will manage a high volume of customer inquiries via phone, email, chat, and other digital channels, providing accurate information about products, services, and policies. Resolving issues efficiently by troubleshooting problems, processing returns or exchanges, and escalating complex matters to appropriate teams when necessary. Maintaining detailed customer records in our CRM system, tracking interactions, and following up to ensure complete resolution. Collaborating with sales, technical support, and logistics teams to deliver seamless service experiences. Actively contributing to process improvements by identifying trends in customer feedback and suggesting enhancements to service protocols. Upholding company standards for quality, professionalism, and confidentiality in all interactions. Required Qualifications High school diploma or equivalent required; associate's or bachelor's degree in business, communications, or a related field preferred. Minimum of 1-2 years of experience in customer service, call center operations, or a similar role. Proficiency in using customer relationship management (CRM) software, Microsoft Office Suite, and other standard business tools. Excellent verbal and written communication skills with the ability to convey complex information clearly. Strong problem-solving abilities and a customer-centric mindset. Skills Exceptional active listening and empathy to understand customer needs. Multitasking prowess to handle multiple inquiries simultaneously while maintaining accuracy. Patience and resilience in high-pressure situations with diverse customer bases. Solid organizational skills for managing tickets, schedules, and follow-ups. Basic technical aptitude for navigating support software and troubleshooting common issues. Team collaboration and adaptability to shifting priorities. Company Info Copeland is a global technology leader empowering the world to create a sustainable future through innovative heating, ventilation, air conditioning, refrigeration, and critical infrastructure solutions. With a rich history spanning over a century, we operate in more than 150 countries, employing thousands of passionate professionals dedicated to engineering progress. Our US-based operations foster a collaborative culture focused on innovation, integrity, and customer success. Benefits We offer competitive compensation packages, comprehensive health insurance including medical, dental, and vision coverage, generous paid time off, and retirement savings plans with company matching. Additional perks include employee assistance programs, tuition reimbursement, wellness initiatives, and flexible spending accounts to support your work-life balance. Growth Opportunities At Copeland, your professional development is a priority. We provide ongoing training programs, mentorship opportunities, and clear career paths for advancement into supervisory, training, or specialized support roles. Join us to build a rewarding career while making a positive impact on customers and the planet.