Customer Service Representative I

About the role

The CSR Level 1 position at Forte Opening Solutions is an entry-level role in customer service. This position provides daily customer support through phone and email to resolve customer questions and concerns.

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.
• Absorb and share knowledge with team members.
• Perform other duties as assigned.

Qualifications

• High school education required, Associate Degree or higher preferred.
• Minimum 1-2 years of previous experience in customer service.
• Mechanical, manufacturing, call center, or building supplies industry experience preferred.
• Must be flexible to work overtime as business needs require.