Customer Service Representative

About the role

Forte Opening Solutions empowers its employees to shape the future of the industry through craftsmanship and cutting-edge technology. This position combines in-office and remote work, emphasizing collaboration and flexibility.

Responsibilities

• Answer incoming phone calls professionally and maintain phone metrics and KPIs.
• Provide concierge-level service to assigned top-level Forte A accounts.
• Resolve customer requests including samples, order documents, inquiries, and account updates.
• Demonstrate strong knowledge of product complexity and e-tools.
• Execute proper internal escalation when needed.
• Build professional relationships with customers and Territory Sales Managers.
• Ensure timely and thorough issue resolution.
• Handle stressful situations and difficult customers calmly and professionally.
• Research, document, and resolve customer complaints of medium to high complexity.
• Assist with basic DoorBuilder estimating and order entry questions.
• Collaborate with team members to share knowledge.
• Maintain phone and email quality evaluation scores of 90% or higher.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required.
• Associate degree or higher preferred.
• Minimum 3-5 years of previous experience in customer service.
• Relevant experience in manufacturing, call center, or building supplies industry preferred.
• Must be flexible to work overtime as required at the discretion of the company.