Call Center Customer Service Representative

Company Description

BAY AREA WINDOW PROS is a trusted, family-operated business specializing in window and door replacement, serving the Bay Area for over 25 years. As one of the largest companies in the region, we have completed over 5,000 projects, installing more than 45,000 windows and doors. Partnered with leading manufacturers, we offer high-quality products at the best dealer prices and an extensive variety of styles and colors. Our commitment to excellence is backed by guaranteed customer service, comprehensive product knowledge, and a skilled installation team. With numerous certifications and over 145 five-star Yelp reviews, we are proud to transform homes and enhance customer satisfaction.

Role Description:

This is a full-time, on-site position based in Burlingame, CA, with working hours from 9:00 AM to 5:30 PM, including a 30-minute lunch break. The pay range for this position is $25–$30 per hour. No additional benefits are offered. This role includes a 90-day probationary period.

The Call Center Customer Service Representative will interact directly with customers to provide professional, friendly, and efficient support. Responsibilities include answering customer inquiries, addressing concerns, providing product information, scheduling appointments and installations, and ensuring a positive overall customer experience.

This role also requires maintaining accurate records and working collaboratively with the team to respond to client needs effectively and efficiently.

In addition, the new hire will be responsible for coordinating communication between all office departments to ensure a smooth workflow for each project. The position involves monitoring the progress of ongoing jobs and ensuring that every stage of the process moves forward according to plan. If delays or issues arise, the employee will be expected to identify the problem, communicate with the appropriate parties, and help resolve it in order to keep projects on schedule.

The position also includes scheduling installations and maintaining installers’ schedules to ensure efficient project coordination.

Qualifications

• Strong skills in Customer Service, Customer Support, and maintaining high Customer Satisfaction.
• Proven ability to enhance Customer Experience and address client inquiries effectively.
• Excellent communication and interpersonal skills with a commitment to professionalism and empathy.
• Ability to manage multiple tasks, stay organized, and demonstrate problem-solving under pressure.
• Communicating with all office departments to ensure smooth job processing
• Monitoring the progress of active projects and ensuring each stage moves forward as planned
• Identifying delays or problems and taking action to resolve them
• Scheduling installations and maintaining the installers’ calendar
• Coordinating with installers and office staff to keep the workflow organized and efficient
• Proficiency in using customer relationship management (CRM) tools is a plus.
• High school diploma or equivalent; additional education or certifications in customer support or communication is desirable.