Customer Support Specialist

About the role

As a Customer Support Specialist, you will work with customer support concerns, including scheduling warranty appointments, ordering parts, and maintaining customer records through the process of installation and service.

Responsibilities

• Answer incoming customer experience support concerns including promptly returning 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 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 meeting
• Provide support for PSG/CSC for assigned division(s)
• Manage routine customer concerns and help facilitate escalated customer concerns and ensure timely resolution
• Process electronic credit card and check payments
• Assist with receiving product(s) in CRM Database and/or F&O Support division(s) in Accounts Receivable collections and management
• Other duties as assigned

Requirements

• High school diploma or GED equivalent
• 5 years’ customer support experience preferred
• Experience in the home improvement industry a plus
• Must be 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

Qualifications

• Equal Employment Opportunity Employer

Skills

• Customer service
• Multi-tasking
• Attention to detail
• Communication (verbal and written)
• Phone skills

Benefits

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