Customer Support Specialist

About the role

As an on‑site Customer Support Specialist, you will handle customer support concerns such as scheduling warranty appointments, ordering parts, and maintaining customer records throughout the installation and service process. You will answer incoming inquiries via phone, text, and email, make outbound status updates, and support various administrative functions to ensure smooth service delivery.

Responsibilities

• Work with customer support concerns, including scheduling warranty appointments, ordering parts, and maintaining customer records through the installation and service process.
• Answer incoming customer experience support concerns and promptly return messages via phone, text, and email.
• Make outbound calls to customers to provide updates on installation and service status.
• Schedule warranty appointments for the Service Department.
• Enter and maintain all customer records and job‑related information into the CRM Database.
• Provide work orders to Service Measure Tech daily.
• Audit orders for accuracy after confirmation is uploaded.
• Generate and distribute Uninstalled and Accounts Receivable reports prior to scheduled meetings.
• Provide support for PSG/CSC for assigned division(s).
• Manage routine customer concerns and help facilitate escalated concerns to ensure timely resolution.
• Process electronic credit card and check payments.
• Assist with receiving product(s) in the CRM Database and/or support division(s) in Accounts Receivable collections and management.
• Perform other duties as assigned.

Requirements

• High school diploma or GED equivalent.
• 5 years of customer support experience preferred.
• Experience in the home improvement industry a plus.
• Service‑oriented team player with high energy level; capable of multi‑tasking, self‑direction, and working well with others.
• Able to communicate clearly both verbally and in writing; customer service/multi‑phone line experience helpful.
• Excellent work ethic, solid attendance record, and attention to detail.
• Excellent written and oral communication skills including phone skills.

Benefits

• Competitive compensation package including medical/dental/vision/disability coverage, 401(k), flex spending account, and more.