Customer Service Associate II

Job Description

Job Description

Who is Rensa Filtration?

Rensa Filtration is a family of companies dedicated to air filtration. By investing in innovation and the people who drive it, we manufacture, market, and distribute best-in-class solutions in the United States and Canada that keep environments safe and industries thriving.

What We Do

• We improve the environment - making indoor and outdoor environments cleaner by eliminating process contaminants through superior products and media.
• We drive innovation in air filtration – by investing in the people and companies that develop the solutions that today’s world demands – to bring those innovative products to market so that our customers can bring maximum value and safety to the facilities and businesses they serve.

What you will do:

The Customer Service Associate II provides intermediate-level support to customers by resolving more complex inquiries and service issues. This role requires a deeper understanding of products, services, and systems, and may serve as a resource for junior team members. Associates at this level are expected to exercise sound judgment, contribute to process improvements, and ensure a high-quality customer experience across all interactions.

• Respond to customer inquiries via phone, email, chat, or other channels, resolving moderately complex issues with minimal supervision.
• Troubleshoot and resolve escalated service problems, coordinating with other departments as needed.
• Provide guidance and informal mentoring to Customer Service Associate I team members.
• Accurately document customer interactions and service resolutions in CRM or case management systems.
• Identify recurring issues and recommend process or service improvements to leadership.
• Maintain up-to-date knowledge of products, services, policies, and procedures.
• Meet or exceed performance metrics related to quality, efficiency, and customer satisfaction.
• Participate in training sessions and contribute to knowledge base documentation.
• Other Accountabilities as Assigned

Education:

• High school diploma or equivalent required; associate degree or some college coursework preferred.
• 1–2 years of customer service or related experience.
• Proficiency with customer service software, CRM systems, and standard office applications.
• Demonstrated ability to handle a variety of customer interactions with professionalism and empathy.