FLSA Classification: Non-Exempt

Job Type: Full-time

Are you looking to be a part of a fun and positive team? Then you've come to the right place!

At Go-Glass, our Customer Service team is at the core of each interaction with our customers as they are the first line of contact. Whether assisting customers with a product/service quote, taking a payment, or simply answering a customer’s questions, our goal is to “Make Every Interaction Count!”

We are looking for an enthusiastic individual to join our team. This in-person position will be primarily based out of our Berlin, MD location. This person will also be required to fill in at our other locations on an occasional as needed (This will include Lewes, DE & Easton, MD - IRS rate mileage will be paid or a company branded could be available for use).

You should be polite, reliable, knowledgeable, and adaptable. You will be the liaison between our company and its current and potential customers. The successful candidate will be customer-focused, detail oriented, and efficient. Some other qualities you might have is being patient, empathetic, and passionately communicative and well...love to talk. You should be able to accept ownership for effectively solving customer issues, complaints, inquiries, and investigate if you don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries keeping customer satisfaction at the core of every decision and behavior.

Essential Functions:

• Deliver a consistent and high-level of customer service to all Go-Glass customers through all forms of communications/interactions.
• Answer incoming calls and respond to customer emails.
• Accept payments and place customer orders in the computer system.
• Assist walk-in customers with questions, service requests, and product/service selection for low complexity home and auto products in a polite and professional manner.
• Provide product and service information to customers.
• Research required information using available resources.
• Research, identify, and resolve customer complaints using applicable software.
• Identify and escalate issues to supervisors as needed.
• Process orders, forms, and applications.
• Follow-up customer calls where necessary.
• Learn Go-Glass' mission, core values, services, products, policies, and operational procedures.
• Follow all company wide standard operating procedures (SOPs).
• Maintain an organized filing system for sales, purchasing, administrative, and other documents.
• Maintain a clean and professional customer showroom.
• Provide coverage at other locations as needed
• Performs other related duties as assigned.

Skills & Aptitudes

• Ability to commit to the required schedule: 8am - 5pm Monday through Friday in-person (40-hour work week - hour lunch)
• Ability to cover other locations in our service areas as needed
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Service-oriented and able to resolve customer grievances and diffuse possible tense situations.
• Proficient computer skills with the ability to learn new software, and strong typing skills.
• Ability to use Google Maps and other software to efficiently route appointments.
• Ability to multitask, set priorities and manage time effectively.
• Build an understanding of company products, services, and policies.
• Strong time management and decision-making skills.
• Adaptability and accountability.
• This position does not require the supervisor of others.

Education and Experience

• High school diploma or equivalent required
• Previous Customer Support experience preferred.
• At least one year of administrative and clerical experience required.
• Must possess a valid driver's license.

Travel Required:

Little to none; Possibility of being on call to cover one of our other locations (normal business hours only) if needed; Company branded vehicle would be provided for use.

Work Authorization:

Must be authorized to work in the United States

Physical Demands:

The Customer Relations Representative typically works in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office. The employee is regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle, or feel, and to stand, walk, reach, bend or lift up to 50 pounds.

EEOC Statement:

It is the policy of Go Glass to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information, or any other protected characteristic under applicable law. This policy relates to all phases of employment, including, but not limited to, recruiting, employment, placement, promotion, transfer, demotion, reduction of workforce and termination, rates of pay or other forms of compensation, selection for training, the use of all facilities, and participation in all company-sponsored employee activities. Provisions in applicable laws providing for bona fide occupational qualifications, business necessity or age limitations will be adhered to by the company where appropriate.

Other Duties:

As assigned at the discretion of supervisor. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. This job description is subject to change at any time.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Application Question(s):

• What are your hourly wage expectations?
• Are you willing to act as in an on-call capacity for other locations? (Normal Business Hours; IRS Rate Mileage or Company Vehicle)

Experience:

• Customer service: 1 year (Preferred)

License/Certification:

• Driver's License (Required)

Ability to Relocate:

• Berlin, MD: Relocate before starting work (Required)

Work Location: In person