Customer Service Representative

About the role

The CSR provides daily customer support through phone and e-mail to resolve customer questions and concerns, stepping in to further resolve escalated issues. This position is primarily in office, with limited flexibility for remote work as approved and based on business needs.

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

• Education: High school education required, Associate Degree or higher preferred.
• Experience: Minimum 2-4 years of previous experience in customer service. Relevant experience in manufacturing, call center or building supplies industry preferred.
• Flexibility: Must be flexible to work overtime as required at the discretion of the company.