Customer Service Representative

Position Summary

MI Windows and Doors is seeking a professional, customer-focused Customer Service Representative to join our team in Gratz, PA. In this role, you will serve as a key point of contact for customers, assisting with warranty and non-warranty service inquiries, processing requests, and coordinating with internal teams to ensure timely and effective resolution of customer concerns. The ideal candidate is highly organized, detail-oriented, and committed to delivering outstanding customer service.

Essential Duties And Responsibilities

• Serve as the primary point of contact for assigned customer accounts, providing information, support, and follow-up regarding warranty and non-warranty issues.
• Answer incoming customer calls and respond to inquiries professionally, accurately, and in a timely manner.
• Process warranty claims, service requests, and related documentation while maintaining a high level of customer satisfaction.
• Handle payment transactions with accuracy and confidentiality.
• Collaborate with internal departments—including Field Service, Sales, Engineering, Plant Operations, and Management—to resolve customer concerns and order-related issues.
• Expedite special requests and coordinate solutions to meet customer deadlines and expectations.
• Maintain a positive, flexible, and solution-oriented approach when addressing customer concerns and changing priorities.
• Perform clerical and administrative tasks, including data entry, record maintenance, and documentation management.
• Support departmental goals and perform other duties as assigned.

Qualifications

• High school diploma or equivalent.
• Strong customer service, communication, and active listening skills.
• Ability to effectively manage a multi-line telephone system.
• Strong attention to detail and organizational skills.
• Proficiency with Microsoft Word and Excel.
• Ability to maintain confidentiality when handling sensitive customer and payment information.

Preferred

• 2–3 years of customer service experience in a manufacturing, service, office, or related environment.
• Experience supporting warranty claims, service requests, or customer account management.

Skills and Competencies

• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong interpersonal skills with the ability to build positive customer relationships.
• Ability to work independently and collaboratively with cross-functional teams.
• Commitment to providing exceptional customer service and support.

What We Offer

• Comprehensive benefits package including competitive pay, a 401(k) with company match, and generous paid time off.
• Health & Wellness: Medical, prescription drug, dental, vision, and telehealth coverage; Employee Assistance Program (EAP); annual wellness clinic.
• Financial Protection: Company-paid life insurance, voluntary life insurance, short-term and long-term disability insurance, hospital indemnity insurance, critical illness insurance, accident insurance.
• Paid Time Off (PTO) and paid holidays.
• Tuition reimbursement program.
• Team member discount program.

Work Authorization And Sponsorship Disclosure

The Company does not offer employer sponsorship at this time. Therefore, candidates must provide truthful and complete information regarding their eligibility to work in the U.S. and any current or future need for employment sponsorship. Misrepresentation regarding work authorization or sponsorship need at any stage of the hiring process will result in disqualification from consideration, rescission of an employment offer, or termination of employment.