Customer Care Coordinator

Storm Smart is one of the largest manufacturers of storm protection products in the Americas. We have an extensive list of accomplishments including being recognized by Inc. Magazine as one of the fastest growing privately held corporations in North America.

Since our start in 1996, we have helped over 100,000 homeowners increase the value of their property by making their homes both safer from storms and more energy efficient. We continue to revolutionize the storm protection industry powered by the most talented people with an unwavering drive to be the best.

Because we believe in our workforce, you will be welcomed into a winning culture that encourages continuous improvement, a challenging and rewarding work environment with a genuine desire to see each other succeed.  

We also offer the following:

• Competitive Pay
• Health, Dental and Vision
• Company-paid Group Life Insurance
• Paid Time Off
• Holiday Pay
• Generous 401(k) plan that includes a 4% employer match.
• Tuition reimbursement
• Company-paid Short Term Disability Plan
• Critical illness, Hospital Indemnity, and Accident plans
• Volunteer Time Off
• Parental Leave

At Storm Smart, our success depends on people, productivity, and procedures.

The Customer Care Coordinator at Storm Smart plays a pivotal role in delivering exceptional service and support to customers. This position involves managing customer interactions across various channels, ensuring timely and accurate responses to inquiries, and resolving issues to achieve high customer satisfaction. The coordinator oversees the customer journey from initial contact to post-sale follow-up, focusing on building trust and loyalty. Responsibilities may include scheduling appointments, coordinating service requests, processing orders, maintaining accurate customer records, and collaborating with internal teams to meet customer needs.

The ideal candidate is highly organized, detail-oriented, and possesses excellent communication and problem-solving skills. Proficiency in customer relationship management (CRM) systems, a positive attitude, and a commitment to providing a seamless customer experience are essential. Experience in a service or construction-related industry is a plus.

Key Responsibilities & Duties:

• Receive inbound contacts from customers via various channels and manage according to company procedures.
• Make outbound calls as needed to assist with customer inquiries.
• Follow communication scripts when managing different topics.
• Utilize all resources efficiently to ensure customer inquiries are resolved within the required period.
• Ensure data quality for all customer correspondence documentation.
• Assist in the training and development of new employees.
• Meet personal/team qualitative and quantitative targets.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Please note that this job description is not designed to cover or contain a comprehensive listing of the activities, duties, or responsibilities required of the employee for this job. Duties, obligations, and activities may change at any time, with or without notice.

Required Skills/ Abilities:

• Must have excellent written and verbal communication skills.
• Able to analyze and solve problems as they arise.
• Must have excellent customer service skills.
• Must be able to multi-task and to prioritize.
• Must be able to manage stressful situations.
• Must be organized.
• Must be able to wear a headset.

Education/Experience/Licenses/Certifications:

• High school diploma or equivalent
• Prior experience in customer service or office administration

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is in an office setting with the noise level of quiet to moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit, use hands, and talk or listen. The employee is occasionally required to stand, walk, reach with hands and arms, and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds.

Storm Smart is an Equal Opportunity Employer (EOE) that values and respects the importance of a diverse and inclusive workforce. It is our policy to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity.