Customer Service Representative 1

Customer Service Representative 1

Windows USA’s Customer Service Department is hiring a customer service representative. The Customer Service Representative (CSR) is responsible for providing top-tier customer support across two high-volume call centers, handling inbound and outbound calls, addressing customer inquiries, resolving issues, and processing warranty claims. The CSR will maintain a positive, empathetic, and professional attitude toward customers at all times, with a commitment to delivering unsurpassed service.

Key Responsibilities

• Deliver Outstanding Customer Service
• Provide prompt and courteous support to customers, maintaining a positive and helpful demeanor.
• Demonstrate deep product knowledge to answer customer questions and provide solutions.
• Take ownership of customer issues, following through to ensure complete satisfaction.
• Manage High-Volume Call Centers
• Efficiently answer and route calls in two high-volume call centers, handling both inbound and outbound interactions.
• Maintain high levels of productivity and accuracy in a fast-paced environment.
• Utilize call center software to log calls, manage customer information, and update records accurately.
• Warranty Claim Processing
• Handle and process customer warranty claims in accordance with company policies.
• Review and validate warranty documentation, ensuring completeness and accuracy.
• Communicate warranty terms and conditions to customers, explaining claim status and expected resolution timeframes.
• Collaborate with other departments, such as Product Support and Quality Control, to resolve warranty issues quickly and effectively.
• Customer Record Maintenance
• Accurately document customer interactions, complaints, comments, and inquiries for future reference.
• Ensure confidentiality of customer data and compliance with company policies on data security.
• Product and Service Expertise
• Stay up-to-date on product and service offerings to effectively address customer needs.
• Participate in ongoing training and development programs to enhance customer service skills.
• Escalation and Issue Resolution
• Recognize complex customer issues that require escalation and work with supervisors and managers to resolve these cases.
• Follow established protocols for escalating urgent cases and work to prevent future occurrences.

Qualifications

• Education: High school diploma or GED required; an associate or bachelor’s degree is a plus.
• Experience: Minimum of 2 years of experience in customer service, preferably in a call center environment. Experience with warranty claim processing is a plus. Experience in an office setting. Experience working as part of a team which requires the ability to work well with others.
• Technical Skills: Proficiency in call center software and CRM tools. Knowledge of Microsoft Office Suite (Word, Excel, and Outlook) required.
• Communication Skills: Strong verbal and written communication skills. Ability to explain technical information clearly and concisely.
• Problem-Solving Skills: Ability to troubleshoot issues, make informed decisions, and remain calm in high-pressure situations.
• Interpersonal Skills: Strong customer-focused approach, with the ability to empathize and build rapport with customers.

· Full-time position. Monday – Friday 8am-5pm.

Salary Starting at $16.00-$18.00 an hour.

· BENEFITS * Health insurance * Dental insurance * Vision insurance * Retirement plan.

Note: This job description is intended to provide a general overview of the position. Duties and responsibilities may be adjusted as required to meet business needs.

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Equal Employment Opportunity (EEO) Statement

"Windows USA is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status."

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ADA Accommodations

"We are committed to providing reasonable accommodations to individuals with disabilities. If you require accommodations during the application process, please contact HR at 501-299-5546 or hr@windowscorpusa.com."

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At-Will Employment Statement

"Employment with Windows USA is at-will, meaning either the employee or Windows USA can terminate the employment relationship at any time, with or without notice or cause, as permitted by law."

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Background Check Disclosure

“As part of our hiring process, Windows USA conducts a thorough background check and may require a drug screening.”

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Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Flexible schedule

Shift:

• 8 hour shift
• Day shift

Ability to Relocate:

• Royal, AR 71968: Relocate before starting work (Required)

Work Location: In person

Salary : $16 - $18