Customer Service Representative Level 2

What You Get To Do:

• Serve as a primary point of contact for customers as part of a collaborative customer service team.
• Provide professional and timely communication to customers via phone and email, demonstrating respect, responsiveness, and a positive “can-do” attitude.
• Maintain ownership of customer requests from initial contact through resolution, ensuring accurate and timely follow-up.
• Provide customers with order status updates, estimated timelines (ETAs), product information, and service-related support.
• Handle a high volume of inbound customer calls while maintaining professionalism and efficiency.
• Monitor and manage a shared email inbox with the team, ensuring all inquiries are addressed in a timely manner.
• Research customer accounts, order history, and quotes to troubleshoot issues and provide accurate responses.
• Investigate and resolve issues related to customer orders, quotes, and account activity by working with internal teams.
• Communicate effectively with internal departments and Sales to gather information and resolve customer concerns.
• Maintain clear and consistent communication with customers, internal teams, and Sales regarding order status and issue resolution.
• Make order updates and changes as needed, ensuring accuracy and proper documentation.
• Perform general administrative tasks such as filing documents and maintaining records.
• Prioritize workload based on urgency and customer impact while managing multiple tasks in a fast-paced environment.
• Ensure all customer communication is handled in a timely, professional, and consistent manner.
• Meet established performance expectations and key performance indicators (KPIs), with ongoing support and guidance from management.

What We Are Looking For:

• High School diploma or equivalent (GED) required.
• Minimum of 6+ years of customer service experience, preferred.
• Experience in technical fields such as doors, windows, aluminum systems, aluminum products, partitions, or similar industry is preferred.
• Proficient in computer use and comfortable working with multiple systems and software (PC-savvy). & strong written and verbal communication skills.
• Strong organizational and time management skills with the ability to multitask and prioritize effectively. Strong attention to detail and problem-solving skills.