Customer Service Coordinator

Big Ass Fans

Lexington, KY

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JOB DETAILS

SKILLS

Call Centers, Call Volume, Communication Skills, Corporate Policies, Cross-Functional, Customer Escalations, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, Customer Support/Service, Customer/Client Research, Documentation, Entrepreneurship, Financial Trend Analysis, Hardware Verification Language, ISO 9001, Identify Issues, Interpersonal Skills, OSHA, Onboarding, Operations Management, Organizational Skills, Problem Solving Skills, Product Demonstration, Product Development, Resolve Customer Issues, Safety/Work Safety, Technical Support, Telephone Skills

LOCATION

Lexington, KY

POSTED

1 day ago

Big Ass Who?

We didn't set out to start a fan company. We set out to solve a problem-workplace discomfort. (Sorry, HR, not your kind.) Facilities become furnaces during the summer, but businesses still expect peak performance and productivity. Without providing the basic human right of comfort, that's just asinine. Seeing how overhead fans cooled California dairy cows begged a massive question for our founder. "Can a fan be made to revolutionize comfort for people?" he uttered.

That's when the HVLS Fan Company was born-with the first-ever patented high-volume,low-speed fan. But that name? BOR-ing. And customers knew it. We kept getting calls asking, "Are you the guys who make those big ass fans?" Hell yeah, we are. And Big Ass Fans was born, complete with our own cheeky donkey mascot, Fanny. Today, we don't just move air, we transform experiences. Big Ass Fans deliver comfort where it counts. We build every product like lives depend on it. Because, turns out, they do.

Our success is a result of the Big Ass Fans team's innovation. Are you seeking an opportunity to work with extraordinary people with an entrepreneurial spirit? Do you have something that sets you apart from the rest? With a bias for action, we want you to #livelifebigass and bring the next great BAF product to market. From our customers to our employees, we are passionate about what we can accomplish together. The successful candidate will bring passion, energy, and a "get it done" mentality to BAF and the industrial business and contribute in a meaningful way to realize the company's full potential in the market.

Opportunity

Our exceptional Big Ass products are matched by exceptional service, and we're looking for a Customer Service Coordinator to help us deliver the very best Big Ass customer experience. Based at our Corporate Headquarters, you'll support customers by ensuring their needs are addressed promptly and effectively-leaving every interaction on a positive note. If you're passionate about creating outstanding customer experiences and thrive in a fast-paced environment, we'd love to hear from you!

What You'll Do

Answer incoming customer service and technical support calls via phone and online submissions.
Gather customer information and accurately enter it into the CRM for support ticket creation.
Route calls to appropriate departments within the service organization.
Monitor and respond to customer inquiries via phone and email, logging all interactions in the CRM.
Perform basic diagnostic or troubleshooting steps to help resolve issues, documenting all communications in the CRM.
Identify issues and contribute to developing appropriate resolutions, escalating to senior technicians or management when necessary.
Foster positive customer relationships while maintaining a professional and upbeat attitude.
Communicate emerging issues, observations, and trends to the direct supervisor.
Adhere to and clearly communicate warranty policies.

What You'll Bring

Ability to meet scheduling requirements, with multiple shifts currently available
An associate's or bachelor's degree in a related field is preferred but not required
Previous experience in a high-volume call center or customer service support role is a plus
Ability to thrive in a fast-paced environment while maintaining professionalism and composure
Strong problem-solving, interpersonal, and communication skills are essential
Experience working with a CRM system is preferred

Think you have what it takes, but your background doesn't perfectly align with this role? No sweat! If this position gets your fan spinning, we encourage you to apply and tell us how you'll succeed with your unique skills in your application.

First 90 Days

Every Big Ass Fans employee is essential in working towards the company's growth goals, and no goal is successful without a plan. When you kickstart your BAF journey with a strong 90-day plan, you'll be set up for a great first day, week, month, quarter and beyond! Here's a snapshot of the first 90 days as a BAF Customer Service Coordinator:

Days 1-30:

Complete your onboarding activities, including a 4-day FANdamentals training to learn about our brand and products at our Headquarters in Lexington, KY.
Complete onboarding and training to learn company policies, systems, products, and customer service procedures.
Shadow team members and work closely with supervisors to understand workflows, communication standards, and escalation paths.
Begin handling customer inquiries with guidance and support.
Gradually build confidence and familiarity with tools and processes while increasing responsibility.

Days 31-60:

Transition into independently performing core job responsibilities with limited supervision.
Apply knowledge of products, services, systems, and policies to customer interactions.
Develop the ability to resolve more complex issues and appropriately manage escalations.
Collaborate with cross-functional teams to support customer needs and improve outcomes.

Days 61-90+:

Operate fully independently and handle the full scope of job responsibilities.
Demonstrate strong product knowledge and consistently deliver high-quality customer service.
Manage a broad range of customer inquiries, including more complex and escalated cases.
Meet or exceed performance expectations while contributing to overall team and service goals.

The Interview Process:

Our First Chat: You'll be speaking with a BAF Recruiter! Here, you'll discuss the opportunity more in-depth and talk through any questions you may have.
On-site Interview: You will be invited on-site to meet with the Hiring Manager to cover questions not covered in your first conversation.

How do you live life Big Ass?

Wonder what it's like to walk through our Headquarters, or what benefits and perks BAFers have? Click here to learn more!

Be a part of something BIG

You're not just a member of the Big Ass Fans team; it's BIGGER than us. We are a Madison Industries company - one of the largest and most successful privately held companies in the world. Madison Industries has fostered and built exceptional companies that are essential to our collective health and well-being. Come join our mission to make the world healthier, safer, and more productive to build something truly remarkable!

Why haven't you applied yet?

Big Ass Fans is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, age, disability or veteran status. Big Ass Fans maintains an environment where each individual is valued and respected. Individuals are expected to understand and comply with OSHA and ISO 9001 standards and procedures. Individuals are expected to apply safe work methods when performing the job requirements in hazardous and non-hazardous environments to avoid injury to self to co-workers or damage to property. Individuals are expected to report unsafe work conditions or equipment operation to supervisors immediately and observe all safety rules.

If you need assistance or an accommodation due to a disability, you may email us at [email protected] or call us at 1.877.244.3267.

About the Company

Big Ass Fans

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