Customer Service Representative - Full Time at PDQ

South Salt Lake, Utah, United States -

Full Time

Start Date

Immediate

Expiry Date

14 Jun, 26

Salary

0.0

Posted On

16 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Email Communication, Phone Communication, Quote Creation, Account Updates, Order Processing, Discrepancy Resolution, Customer Satisfaction, Problem Solving, Analytical Skills, Decision Making, Time Management, Ownership, Honesty, Collaboration, Improvement

Industry

Software Development

Description

About PDQ PDQ, founded in Salt Lake City, UT, USA, makes device management simple, secure, and Pretty Damn Quick through our products Deploy, Inventory, Connect, Detect, SimpleMDM and SmartDeploy. IT teams use our products to reduce complexity, improve efficiency, and enhance control in their unique environments. We are backed by TA Associates and Berkshire Partners, top-tier global private equity firms. PDQ's Core Values: Honesty, Ownership, Collaboration and Improvement Job Description: Before you apply, please note: Qualified candidates must reside in Utah and be available to work from our South Salt Lake City headquarters. This is not a quota-carrying or on-target earnings-based role. The Customer Service Representative plays a crucial role within the Sales and Customer Success teams by handling customer inquiries via email and phone, assisting with quote creation, account updates and verification, processing orders, and resolving order discrepancies. Team members are not responsible for filling a sales quota but are focused on customer satisfaction metrics that result in top-tier customer service for both new and existing customers across PDQ’s product site. What you'll be doing: Customer-First Service: Promptly answering customer inquiries via email and phone, while effectively managing older tickets, more complex issues, meeting daily ticket targets, and answering intra-departmental inquiries. Order Processing and Inquiry Resolution: Creating quotes, processing customer orders, and suggesting potential products that could improve a customer’s environment. Owning the resolution of the customer’s question or concern and following up on all potential purchases to help drive revenue. Account Management: Verifying the validity of account discrepancies directly with customers while maintaining up-to-date customer records. Process Improvement and Documentation: Collaborating across internal teams to create, improve, and maintain processes and documentation for internal and external help centers to set both customers and PDQ team members up for success. Cross-Team Collaboration: Working closely with PDQ Sales, Customer Success, Revenue Operations, Product, and Support team members to troubleshoot customer issues and share product/process feedback while providing excellent customer service. Supporting Reseller and MSP: Providing support to Managed Service Providers and Resellers. Who you are: Ownership: You take responsibility for projects, drive results, and deliver on commitments Honesty: You demonstrate integrity, transparency, and ethical behavior in all interactions Collaboration: You work effectively with cross-functional teams and foster a culture of teamwork Improvement: You continuously seek opportunities for growth, innovation, and personal development Possess excellent communication and interpersonal skills Communicate in a clear, concise, and professional manner, both orally and in writing Excellent analytical, problem-solving, and decision-making skills Demonstrate a sense of urgency to meet deadlines We're looking for people who have: High School Diploma or equivalent 2+ years' experience in customer service or a related role (B2B Saas highly preferred) Experience working within tools such as Zendesk (or a similar help desk ticketing system) or Salesforce or a similar CRM is a plus! Tools we use: Zendesk Microsoft Office Adobe Slack Salesforce Stripe Asana Scribe Interview Process: Writing Assessment: (20 minutes): Qualified candidates will receive a link to complete a 20-minute, timed writing assessment to evaluate customer response style and ability, across two prompts. No need for extensive research around PDQ's policies to answer the prompts! Hiring Manager Interview (30 minutes): You'll connect with the hiring manager to discuss your relevant experience in more detail, explore expectations for the role, talk through goals, challenges and team dynamics. Panel Interview @ PDQ Headquarters in South Salt Lake City (1 hour, 15 minutes): You'll meet with members of PDQ's SPOT team where you'll learn about the systems we use to connect with customers, as well as learn how you've demonstrated PDQ's core values of honesty, ownership, collaboration and improvement in your work. You'll also meet with a Senior leader to discuss broader role impact, long-term goals and alignment with PDQ's mission and vision. PDQ Perks & Benefits: PDQ offers all of the great perks and benefits you'd expect from working at a very cool tech company, and even some you might not expect, including: 4-Day Work Week Equity Managers who champion professional development 100% Premium Coverage for medical, dental and vision for you and your dependents 100% Premium Coverage for Short Term Disability, Long Term Disability, Life, and AD&D Insurance Company Match of the first 6% of your employee deferrals Flexible Paid Time Off Policy that treats you like the adult that you are Health Savings Account (HSA) and wellness incentives Quarterly Company Values Award (team member nominated) PDQ is proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. If you would like to request reasonable accommodation for a medical condition or disability during any part of the application process, please contact hr@pdq.com. The majority of PDQ's full-time roles do not qualify for sponsorship of employment visas such as the H-1B visa. This applies to scenarios where a candidate might possess temporary work authorization during their schooling or after graduation (e.g., CPT, OPT), but would require H-1B visa sponsorship within a few years of employment to retain eligibility for employment.

Responsibilities

The representative will handle customer inquiries via email and phone, assist with creating quotes, updating accounts, processing orders, and resolving discrepancies, focusing on customer satisfaction metrics rather than sales quotas. Responsibilities also include owning issue resolution, following up on potential purchases, and collaborating across internal teams for process improvement and documentation.