What are the responsibilities and job description for the Customer Service Representative I position at Forte Opening Solutions?
At Forte Opening Solutions, we don't just manufacture doors; we create pathways to possibilities. We empower our employees to shape the future of our industry. Join a team where craftsmanship meets cutting-edge technology, and where your ideas can open new doors. Together, we build not just products, but a culture of excellence and collaboration.
The CSR Level 1 is an entry level position within customer service and provides daily customer support through phone and e-mail to resolve customer questions and concerns.
This position is primarily in office, with limited flexibility for remote work as approved and based on business needs. These roles require in-person participation for activities that benefit from physical presence, including team alignment, hands-on tasks, training, customer needs, and cross-department coordination.
- Work remotely on designated days while performing responsibilities that can be completed independently and digitally.
- Attend on-site workdays for collaboration, team meetings, project discussions, training, and operational tasks requiring physical presence.
- Participate in face-to-face interactions that support stronger communication, problem-solving, and cross-functional alignment.
- Maintain consistent communication with leadership and peers across both in-office and remote environments.
- Demonstrate flexibility to adjust on-site days when business needs arise (e.g., staffing needs, escalations, or project milestones).
- Uphold all workplace standards, confidentiality requirements, and security protocols both on-site and remotely.
- Answer incoming phone calls professionally and maintain phone metrics and KPIs.
- Provide concierge-level service to assigned top-level Forte A accounts.
- Resolve customer requests including samples, order documents, inquiries, and account updates.
- Demonstrate strong knowledge of product complexity and e-tools.
- Execute proper internal escalation when needed.
- Build professional relationships with customers and Territory Sales Managers.
- Ensure timely and thorough issue resolution.
- Handle stressful situations and difficult customers calmly and professionally.
- Research, document, and resolve customer complaints of medium to high complexity.
- Assist with basic DoorBuilder estimating and order entry questions.
- Collaborate with team members to share knowledge.
- Maintain phone and email quality evaluation scores of 90% or higher.
- Perform other duties as assigned.
- High school education required, Associate Degree or higher preferred
Experience
- Minimum 1-2 years of previous experience in customer service.
- Manufacturing, call center, or building supplies industry experience preferred
- Must be flexible to work overtime as business needs require.
Salary : $31,179 - $39,431