Customer Service Representative I

Job Description:

The Customer Service Representative I is an entry-level position responsible for providing front-line support to AAON customers. This role focuses on responding to basic inquiries, processing orders, and ensuring customer satisfaction through effective communication and problem-solving. It serves as a foundational role for individuals beginning their career in HVAC customer service.

Back to the "BASX."

With core values based on People, Product, Pride and Perseverance, BASX, located in Redmond, OR, was founded in 2014 by two entrepreneurial engineers who had a vision for providing precision air handling systems. Fast forward just 10 years, BASX, now an integral part of AAON, is an industry leader in the innovative research, development, design and manufacturing of custom heating, ventilation, and air conditioning (HVAC) solutions.

Our goal is to partner with companies, in a wide range of industries such as data centers, clean rooms and surgery centers, who come to us with complex challenges that need to be resolved. Our team has a world-class reputation for manufacturing custom HVAC solutions that exceed our customers' needs and expectations, and we are proud to manufacture over 90% of our units, from start to finish, right here in beautiful Central Oregon.

Our team is rapidly increasing, from 200 employees in 2022 to over 800 today, to meet the demand for our innovative solutions, and we are looking for talented individuals within a broad range of specialties to continue this incredible growth.

If you are looking for a job in a dynamic, fast-paced, growing, and fun environment where you can develop and hone your skills, we want to meet you. Our team enjoys flexible shift schedules and generous benefits, including medical, dental and vision, and short- and long-term disability as well as both a 401(k) and an HSA (Health Savings Account) with a 175% employer match. We welcome people who have a passion for ingenuity, perseverance, and pride, and who love innovation and the satisfaction of knowing their work matters.

Work for one of the fastest growing companies in Central Oregon, building state-of-the-art commercial HVAC systems! We are currently hiring Entry-Level Assemblers to support our production operations. This is an excellent opportunity for individuals who are looking to start their career in manufacturing and gain valuable experience in a dynamic work environment. Work on our fast-paced assembly line rotating between positions like assembly, piping, electrical, finishing, testing, and wrapping. Learn multiple trade skills and develop your career in manufacturing!

Customer Service Representative I supports daily customer interactions and internal coordination to ensure timely and accurate service delivery.

Primary duties may include, but are not limited to:

• Responds to routine customer inquiries via phone, email, or chat.
• Processes orders, returns, and basic service requests.
• Maintains accurate customer records and documentation.
• Escalates complex issues to higher-level representatives or supervisors.
• Coordinates with internal departments to ensure customer needs are met.
• Provides product and service information based on standard guidelines.
• Follows established procedures and scripts for common issues.

Education and Experience Requirements:

Requires a high school diploma or GED

Knowledge, Skills, and Abilities:

• Requires basic knowledge of customer service principles and practices.
• Strong verbal and written communication skills.
• Ability to learn and use CRM and ERP systems.
• Basic understanding of HVAC products is a plus.

Essential Mental and Physical Functions:

This role requires sustained attention to detail, multitasking, and clear communication. Must be able to sit for extended periods and use a computer and phone system.

Work Environment:

• Office-based or hybrid setting.
• Fast-paced, team-oriented environment.
• Occasional exposure to warehouse or production areas for training.

Disclaimer:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at a time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise this job description at any time. The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.