What are the responsibilities and job description for the Customer Service Representative position at Window World of Western Massachusetts?
Benefits:
Benefits/Perks
Window World is the largest exterior remodeler in the United States and we are looking for highly motivated professionals to offer a best-in-class customer experience in support of our wide array of residential exterior remodeling products. Our energy-efficient products are backed by industry-leading warranties, and we offer exceptional attention to detail and customer care. Our mission is simple: to combine exceptional quality and workmanship with superior service at affordable prices.
As an extension of our growing team, the Customer Service Representative is very important. Every job duty is an opportunity to create the best experience a customer can have from beginning to end. We are looking for individuals who have a positive attitude while being dependable and adaptable.
Job Summary
Job Type: Full-time
Schedule: Monday to Friday
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Benefits/Perks
- 401(k) with matching.
- Health, Dental, and Vision Insurance.
- Company-paid Life Insurance.
- Paid time off.
- Paid Holidays.
- Family culture.
Window World is the largest exterior remodeler in the United States and we are looking for highly motivated professionals to offer a best-in-class customer experience in support of our wide array of residential exterior remodeling products. Our energy-efficient products are backed by industry-leading warranties, and we offer exceptional attention to detail and customer care. Our mission is simple: to combine exceptional quality and workmanship with superior service at affordable prices.
As an extension of our growing team, the Customer Service Representative is very important. Every job duty is an opportunity to create the best experience a customer can have from beginning to end. We are looking for individuals who have a positive attitude while being dependable and adaptable.
Job Summary
- Window World Customer Service Representatives (CSR) will work with both current and potential customers in a variety of tasks. Day-to-day, CSRs will manage a high volume of inbound/outbound calls and work within a customer relations management CRM to schedule appointments and record customer data. CSRs will also troubleshoot product and service issues across departments by clarifying and documenting customer concerns, determining the cause of the problem; selecting and expediting the best solution, and following up to ensure a resolution and customer understanding. CSRs must be energetic and positive with a customer-first mentality to create positive experiences for all Window World customers.
- Handle inbound and outbound calls using proper phone etiquette.
- Maintain strong knowledge of products, policies, and services of the organization.
- Convert customer inquiries from various communication channels into sales appointments.
- Schedule sales appointments, product installations, and/or service appointments with both customers and Window World team.
- Resolve customer issues by determining cause of problem, facilitating a resolution, and timely following up with customers.
- Coordinate the ordering of required service parts through the manufacturers.
- Document services performed in the customer relationship management platform.
- Build a positive rapport with customers by carefully examining issues, developing solutions and answering customer questions in a positive and professional manner.
- Accurately create and update customer accounts and input records of customer interactions into CRM.
- Triage calls and transfer to appropriate departments / individuals
- Follow standard operating procedures.
- Printing, scanning and uploading documents.
- Processing project documents.
- Creating Google Sheet reports.
- Applying for local building permits both on paper and digitally by town.
- Min. 3-years of continuous customer service experience.
- Superior oral communications skills on the telephone.
- Good written communication skills.
- Problem solving ability.
- Time management and organization.
- Reliable.
- Self-starter with the ability to work independently as well as collaborate with team.
- Tech savvy and efficiently navigate through computer and web-based systems.
- Must have reliable transportation.
Job Type: Full-time
Schedule: Monday to Friday
Salary : $20 - $25
