Customer Service Representative

Dave Carter & Associates is looking for an experienced Customer Service Representative to join our team!

Dave Carter & Associates is a multi-line national distributor to multiple industries, including manufactured housing, modular builders, recreational vehicles, commercial construction, cargo trailers, and specialty vehicle industries. Incorporated in September of 1978 as a distributor in the southeastern United States, Dave Carter & Associates grew into a national distributor within the next five years. Currently, Dave Carter & Associates has 11 distribution centers that serve all of the United States and Canada, with our international division focusing on handling imports & exports.

We are a leader and dominant supplier in the products we sell, with a large market share in most products to the aforementioned industries.

Dave Carter & Associates has recently strengthened its product portfolio by adding Thetford’s industry‑leading sanitation, refrigeration, and cooking product lines. This expansion follows Thetford LLC’s acquisition of DCA, a strategic move that unites a global innovator in RV systems with a highly respected North American distribution network.

Dave Carter & Associates firmly believes our strongest asset is our team of employees who have embodied our company’s culture of prioritizing strong customer service, industry knowledge, continuous training, financial accountability and building both lasting positive personal and professional relationships.

The Customer Service Representative’s primary duty is to identify, investigate, and resolve product failures across Thetford products, whether within or outside the warranty period. As the first point of contact for our customers, dealers, distributors, and manufacturers, delivering exceptional service experience and fostering positive relationships is crucial to success in this role. This position is an individual contributor role with no direct reports.

• Engage with consumers, dealers, wholesale distributors, and manufacturers in both the OEM and Aftermarket segments via various channels, including phone, email, and live chat, to provide assistance, resolve inquiries, and address concerns promptly and professionally
• Provide accurate technical solutions to resolve each issue upon the first call, email, or live chat
• Maintain accurate customer interactions and transaction records, documenting details to facilitate seamless follow-up and ongoing support through our Freshdesk database
• Provide consumers, dealers, and manufacturers with product knowledge, warranty information, and service center information to customers
• Stay updated on product features, policies, and procedures to provide accurate information and guidance to customers
• Meet performance standards in productivity and quality set by the department in a highly metrics-driven operation
• Collaborate with cross-functional teams to expedite and resolve complex customer issues, ensuring timely resolution and customer satisfaction
• Recognize, document, and alert the Manager of trends in customer calls
• Recommend process improvements
• Support and participate in organizational and departmental goals and objectives
• Perform other relevant duties as assigned, i.e., special projects, programs, and developmental activities

• 2–3 years of experience in a Customer Service or a similar work environment
• Exceptional verbal and written communication skills in English, with the ability to convey information clearly, effectively, and promptly
• Understanding of voltage and basic electrical knowledge
• Must have a professional demeanor, discretion, and sound judgment in handling confidential information
• Ability to work under pressure and be highly adaptable in a dynamic environment
• Ability to work independently and collaboratively with cross-functional teams
• Excellent organizational and time management skills
• A healthy sense of humor

• Proficient in MS Office programs such as Word, Excel, PowerPoint, and Teams
• Ability to adapt to changing priorities and handle multiple tasks simultaneously with minimal supervision
• Empathic and…