Customer Service Rep II

About the role

Located at 100 Business Center Dr., Cheswick, PA 15024, this mid‑level Customer Service Representative II role provides telephone, fax, and workflow‑based support to ensure excellent service and maintain Trulite’s Platinum customer service standards.

Responsibilities

• Answer customer service calls within defined Key Performance Indicators.
• Receive, prepare, and verify the accuracy of orders from customers using internal central workflow systems and customer purchase orders.
• Initiate required action for responses to customer service requests for new orders and change requests, including verifying order/customer information and communicating changes to appropriate departments.
• Assist in proofreading entered orders and ensure correct information is applied prior to final confirmation.
• Collaborate with the scheduling/production department to ensure requested orders meet customer expectations.
• Handle or refer complaints of product or service failure to the appropriate department for investigation.
• Conduct follow‑up phone calls within 2 hours to respondents who have concerns or questions.
• Prepare price quotations from the price book as required.
• Work with sales and other branch/regional locations to resolve problems, facilitate solutions, and enhance customer service offerings.
• Answer customers’ technical questions regarding products and services.
• Attend regular customer service/branch meetings.
• Support and participate in the organization’s continuous improvement program and product training courses.

Requirements

• 2‑5 years of customer service or relevant experience.
• High School Diploma or equivalent required.
• Related glass and aluminum work experience preferred.
• Ability to multi‑task, stay organized, efficient, and accurate.
• Excellent written and oral communication, interpersonal, conflict management, and time‑management skills.
• Experienced user of Microsoft Office 365 suite.
• Strong listening skills and data collection with attention to detail.
• Ability to calculate discounts, fractions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.
• Must pass a criminal background check.

Skills

• Multi‑tasking, organization, efficiency, accuracy.
• Excellent communication (written and oral), interpersonal, conflict management, time management.
• Proficiency with Microsoft Office 365.
• Listening and data‑collection attention to detail.
• Mathematical ability: discounts, fractions, percentages, area, circumference, volume.
• Basic algebra and geometry application.

Benefits

• Health, dental, vision, and life insurance available day one.
• Short‑ and long‑term disability coverage.
• Comprehensive wellness initiative with access to a progressive financial training program.
• 401(k) employer match – 100% vested after one year.
• Health Savings Account (HSA) employer match – 100% vested immediately.
• Employer covers most of the cost of benefits.
• Monthly production incentive bonus program based on team performance.