Customer Service Representative

Title:   Customer Service Representative 

Reports to:  Branch Manager 

Job Type:   Full-Time 

Location:  Waterville, ME

Come join our team and open the door to an amazing career at PDQ Door Company! We have an immediate need for a Customer Service Representative at our Waterville, ME location. 

PDQ Door Company is Maine’s leading provider for garage doors, dock equipment, automatic pedestrian doors, and more! With branches in Hampden, Rockport, West Bath, Waterville, Houlton, and Presque Isle, we are able to provide superior service to the entire state of Maine.  

Summary 

The?Customer Service Representative?is the primary liaison between Outside Sales, Outside Service and the inside office. This office position provides service, sales, & marketing assistance to the entire company. You will be the primary point of contact for our customers, delivering exceptional service and support across various communication channels, including phone, email, and live chat. Your role will involve addressing customer inquiries, resolving issues, and providing information about our products & services in a professional and empathetic manner. This role is essential in maintaining the company's reputation for outstanding customer service and ensuring that our customers have a positive experience with every interaction. 

Duties 

• Answering phone calls - this position is first in line to answer phones during standard business hours of 8am to 5pm. 
• Handling basic customer service inquiries and effectively resolving issues or escalating them to the appropriate personnel. 
• Helping customers place orders and recommending best products and/or services to fulfill their needs. 
• Scheduling service requests from customers and confirming appointments. 
• Maintaining a thorough understanding of all company products & services to provide accurate information and guidance to customers. 
• Collaborating with other administrative staff to ensure smooth office operations and customer & client satisfaction. 
• Assisting walk-in customers with inquiries and orders for parts over the counter. 
• Conduct follow-up calls to customers to ensure satisfaction and address any concerns. 
• Assist with filing and other administrative tasks as needed to support office operations. 

Qualifications 

• High school diploma or equivalent (GED). 
• Must have reliable transportation to and from work. 
• At least one year experience in customer service role. 
• Experience in handling incoming orders, processing shipments, and ensuring timely delivery. 
• Proficiency in scheduling appointments and managing service requests from customers. 
• Skilled in Microsoft Office Suite, Teams, and Outlook Email 

Skills 

• Teamwork-centric mindset with a collaborative attitude towards achieving department and company goals. 
• Ability to prioritize tasks and meet deadlines in a fast-paced environment. 
• Excellent interpersonal and communication skills to interact with customers professionally and handle customer inquiries effectively. 
• Attention to detail and organizational skills. 
• Order processing and shipment management. 
• Appointment scheduling and time management proficiency. 
• Excellent problem-solving abilities. 
• Logistical support and coordination capabilities. 

Work Conditions 

• Climate controlled, office environment 
• Continuous sitting at workstation as well as frequently moving throughout office and warehouse/operational spaces. 
• Repetitive hand and wrist motion, use of computers and internal office equipment 

Benefits 

We are proud to offer a robust benefits package to our team members including: 

• Competitive pay 
• Medical, dental, and vision insurance with multiple plan options 
• Short- and Long-Term Disability 
• Employer-paid Life Insurance with buy-up options 
• Accident Care 
• Hospital Indemnity 
• 401(k) with employer match 
• Generous Paid Time Off (PTO) 
• Paid holidays 
• Team Member Recognition & Reward Programs 
• Employee discount on products & services 

Core Values 

At PDQ Door Company, we base our actions on the following core values and request the same from all team members: 

• Teamwork – we operate as a team and succeed together. 
• Grit – we have the courage, strength, and character to persevere. 
• Sincerity – we are transparent and trustworthy. 
• Development – we strive for continuous improvement, both professionally and personally 

We are an (EOE) Equal Opportunity Employer.