Customer Service Representative

About the role

Vortex Doors, America’s highest quality and most customer-centric commercial and industrial door installation & repair company, is seeking a dedicated and customer-focused Customer Service Representative to support various service centers with portal management and collections.

This position is 100% on-site at a service center location in the Tempe and West Phoenix area.

Responsibilities

• Interact with customers via phone and email in a professional and courteous manner, addressing inquiries, providing information, and offering service assistance.
• Identify and analyze customer needs, providing creative solutions when necessary, scheduling the appropriate services, and escalating complex issues to the appropriate management team member.
• Maintain detailed and accurate records of customer interactions, inquiries, and resolutions in our customer management system.
• Follow up on delinquent accounts, update and maintain accurate records of communication, financial records, and receivables. Reconcile cash application with open delinquent receivables.
• Ensure invoices are updated and loaded into customer portals timely and accurately.
• Travel to the West Phoenix location 2 days per week.

Requirements

• High school diploma or equivalent; AA/BA preferred.
• 5 years’ experience in collections, AR specialist, or customer service.
• One to three years of customer service experience or administrative background preferred.
• Strong computer skills; Salesforce experience is a plus.
• Excellent phone communication skills and strong math skills.
• Strong problem-solving and decision-making abilities.
• Attention to detail and accuracy in data entry.
• Ability to work in a fast-paced environment and prioritize tasks.
• Patience, empathy, and a customer-centric mindset.
• Ability to work effectively in a team and handle high-stress situations with professionalism.
• Proficiency in using customer service software, CRM systems, and Microsoft Office Suite.

Work Environment

• Regular shifts are available between Vortex business hours of 7:00 AM - 5:30 PM, Monday through Friday.
• Position requires you to be available to work in the office at the service center, not remotely.
• Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards.
• Must have the ability to walk short distances and sit for prolonged periods of time.
• Noise level is moderate in an office environment.
• Must be able to lift up to 15 lbs.

Benefits

• Hourly salary based on experience.
• Career advancement opportunities.
• Positive work environment.
• Recognitions and rewards.
• Comprehensive health benefits, 401K match, 8 company paid holidays, and PTO.