Customer Success Representative (CSR)

Join our dynamic team at QRFS as Customer Success Representative!

If you have a passion for helping people and are dedicated to ensuring customer satisfaction through excellent communication and problem-solving skills, then this is the perfect opportunity for you!

You’re a fit for QRFS if:

• You are VERY self-directed and highly detail-oriented.
• You have excellent English grammar skills, both written and verbal.
• You demonstrate initiative by learning, applying, and improving skills.
• You are a motivated problem-solver with a maniacal sense of urgency
• You are committed to getting the job done right the first time
• You value teamwork and celebrate wins

If this sounds like you, please check the details of this role below. We're excited to receive your application!

Why choose QRFS?

We’re on a mission to fix fire protection so nobody gets burned. We do this by providing access to the correct parts and expert information building maintenance professionals need.

We also strive to be an exceptional place to work. We offer a challenging, yet fun team environment, that encourages you from day one to make your job faster, smarter, and easier. We also have the world’s best dog here every day, waiting to greet you upon arrival and ready to fetch when you need a break.

Job Responsibilities:

• Manage full-service account inquiries across multiple channels promptly and effectively, covering product details, pricing, availability, and shipping information.
• Provide solutions to meet customer needs, specializing in identifying suitable parts for fire sprinkler systems.
• Address post-sale issues, including tracking and returns, in strict adherence to company policies and standards.
• Populate the company Knowledge Base with recorded FAQs and maintain detailed notes in customer tickets for efficient issue resolution.
• Track and report on customer satisfaction and ticket metrics to ensure ongoing improvement in service delivery.

Requirements:

• Experience in customer service, with strong communication and attention to detail.
• Have a background in fire protection equipment and E-commerce. (Preferred only)
• Goal-oriented, reliable, self-motivated, and capable of effective problem-solving and multitasking in a fast-paced environment
• Tech-savvy, and at ease with phones, ticketing platforms, and live chat.
• Thrive in a multitasking environment with time constraints, successful in achieving targets while maintaining a positive customer experience.
• Able to travel to and from Ashland, VA 23005; this is not a remote/hybrid position.

Job Type: Full-time

Pay: $45,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• REQUIRED Question: You are in the warehouse and you have three items to pack into one box. The first item’s dimensions are 2x2x1 (LxWxH), the second item’s dimensions are 6x6x2 (LxWxH), and the third item’s dimensions are 13x1x1 (LxWxH). What is the smallest box these three items will fit into? Assume NO bending, folding, etc.

A. 5x5x5 (LxWxH)
B. 9x9x6 (LxWxH)
C. 14x12x6 (LxWxH)
D. 16x16x6 (LxWxH)

• REQUIRED: Please complete the Culture Index survey by navigating to the link below. This survey helps us assess your candidacy for cultural fit and is required to be considered for employment:

https://go.cultureindex.com/p/fp3Ct9NxbkGTcQ4Gi

Work Location: In person