Customer Service Representative (Full-Time)

About PDQ

PDQ, founded in Salt Lake City, UT, 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:

• This is an on-site role, (4) days a week and open to candidates in the Salt Lake City, UT area within commuting distance of 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