Customer Service Coordinator na Big Ass Fans

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

Passionate about providing an exceptional customer experience and thrive in a fast-paced environment? Big Ass Fans is looking to add to our best-in-class service support team. This role is based out of our Corporate Headquarters and answers incoming calls to our customer and technical support lines and is responsible for gathering and accurately inputting information into our database. As a member of our service support team you can make a difference in the Big Ass customer experience. 

What you'll do

• Answer incoming customer service and technical support phone calls via phone and online submissions
• Gather customer information for input into CRM for support ticket creation 
• Transfer calls to various departments within the service organization
• Monitor and respond to customers via phone and or email, logging all interactions in the CRM
• Potential to perform basic diagnostic or troubleshooting steps to help resolve issues documenting all communications in CRM
• Identify issues and help formulate appropriate resolutions escalating to senior technician or management when necessary
• Promote and maintain positive customer relations while maintaining a positive attitude
• Communicate emerging issues, observations or trends to direct supervisor
• Communicate and adhere to warranty policies

 What you'll bring 

• Ability to meet shift requirements, currently hiring for multiple shift positions. 
• Associates or Bachelors degree in a related field is a plus but not required
• Experience working directly with customers in either a high-volume call center or customer service support role is preferred
• Able to work in a fast-paced environment while maintaining a professional and calm demeanor
• Strong problem-solving, interpersonal and communication skills are crucial
• Experience working with a CRM system is a plus 

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 an onsite 4-day FANdamentals training. 
• Learn the ins and outs of our Ring Central phone system 
• Familiarize yourself with our CRM (Salesforce) and ERP (Epicor)  
• Complete comprehensive customer service training.
• Shadow team members and other departments to gain an insight into how your role best assists customers. 
• Begin handling customer cases and phone calls with guidance from team members.

 Days 31-60: 

• Transition to independently managing customer issues.
• Continue to have access to team members and supervisors for questions and support.
• Receive on-going support and feedback to build confidence and skills.
• Strengthen problem-solving and communication skills through real-time experience.

Days 61-90+:

• Ready, set, support our customers!
• Handle most customer questions without assistance
• Process a minimum of 20 Salesforce cases a day during the busy season 

The Interview Process 

1. 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 have, as well as cover any details you’d like to cover.  

2. On-site Interview: This will be an interview with the Customer Service Supervisor and the Director of Customer Service. In this meeting, you’ll go through all of the in-depth details of the position, going over the day-to-day operations, and learn about the role’s KPIs. 

How do you live life Big Ass?

Wonder what it’s like to walk through our Headquarters? Click here to get a virtual tour, and while you’re at it, check out our Benefits and Perks!

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.