Customer Service Representative

POSITION SUMMARY: This role is to provide the best customer service for our customers in alignment with the business objectives and goals of the organization. You will assist customers and other team members regarding product, pricing, status of orders, or any other questions they may have.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responding to phone calls from customers and be a proactive voice of the company to them.
• Identify and enter no-charge orders, credit memos and returns.
• Research and resolve problems regarding orders.
• Assist sales reps with product and procedural issues.
• Respond to customer inquiries in a timely manner.
• Follow up on orders that need attention.
• Assist customers in learning our systems and using our tools.
• Work with customers to fulfill their window and door buying needs.
• Upsell products or suggest additional products/options where appropriate.
• Train and provide guidance to new team members to enhance customer service.
• Suggest improvements to systems and procedures.
• Help to implement changes that improve quality and efficiency.
• Test new and updated programs.
• Perform other job-related duties as necessary to fulfill responsibilities of the position.
• Process Job Site service requests.

Qualifications

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Excellent verbal and written communication skills, good reasoning skills and attention to detail
• Ability to prioritize and organize work, analyze problems, offer suggestions and question inconsistencies.
• Must be organized and have a friendly, courteous, helpful and positive attitude.

EDUCATION: High school diploma or equivalent preferred.

EXPERIENCE: Varying levels accepted.

COMPUTER SKILLS: Keyboarding skills, familiarity with general business applications.