Customer Care Representative

Are you ready to support a growing team and play a pivotal role in solving problems for our customers? Triplepoint Environmental is looking for a detail-oriented Customer Care Representative to join our dedicated team of engineers, technicians, and professionals. You will be responsible for providing customer support, managing issues/warranty calls, scheduling service visits with both internal and external resources, and ensuring timely solutions for our customers.

This role is ideal for a proactive individual with strong organizational skills and a passion for problem solving and providing top notch customer service.

The Customer Care Representative plays a critical role in supporting municipalities, industrial clients, and engineering partners who rely on our wastewater treatment solutions. This position ensures customers receive outstanding service through installation, start-up, operations, and ongoing support. The ideal candidate is technically curious, highly organized, and comfortable working with both equipment and the people who use it.

• Serve as the primary point of contact for incoming customer service inquiries via phone, email, and online channels.
• Provide timely, accurate information about products, order status, lead times, pricing, and technical documentation.
• Assist customers in identifying appropriate equipment and replacement parts based on application needs (e.g., aerators, media, blowers, controls).
• Track and follow up on all customer issues to ensure successful resolution.

• Enter and manage aftermarket orders, RMAs, and service requests in the company ERP/CRM system.
• Coordinate with production, shipping, engineering, and sales teams to ensure order accuracy and on‑time delivery.
• Communicate shipping dates, delays, and project updates to customers.

• Provide basic troubleshooting guidance for equipment issues and direct complex problems to technical services or engineering teams.
• Assist customers in locating installation manuals, specification sheets, O&M documents, and recommended maintenance procedures.
• Support warranty claim intake and documentation.

• Build strong, positive relationships with operators, engineers, procurement personnel, and municipal officials.
• Follow up after equipment delivery or service work to ensure customer satisfaction.
• Identify opportunities to improve customer experience and share feedback with internal teams.

• Maintain accurate customer records, communication logs, and service histories.
• Participate in ongoing training to stay informed about product updates and industry standards.

• 2+ years of customer service or inside sales experience, preferably in a technical or industrial environment.
• Strong communication skills — clear, professional, and customer‑focused.
• Ability to interpret basic technical information (e.g., equipment specifications, part numbers).
• Proficiency with CRM or ERP systems and Microsoft Office.
• Strong organizational and multitasking abilities.

• Experience supporting equipment used in water/wastewater treatment, environmental systems, mechanical equipment, or industrial machinery.
• Familiarity with municipal procurement processes.
• Basic understanding of pumps, valves, blowers, process controls, or treatment technologies.

• Customer‑first mindset
• Technical curiosity and willingness to learn
• Problem‑solving and attention to detail
• Adaptability and team orientation
• Professional written and verbal communication

• Primarily office‑based with computer/phone work; occasional warehouse or production floor interaction.
• Up to 25% travel may be required for training or customer visits.

Triplepoint offers a competitive compensation package, with a salaryof $60,000 USD - $68,000

USD (depending on experience), full benefits including 401k, bonus potential, and a vacation and holiday package.

Triplepoint Environment is an Equal Opportunity Employer. We value and respect each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.