Customer Support Specialist

Great Day Improvements, through its Champion Window brand, is seeking a Customer Support Specialist to support customer service operations throughout the installation and warranty process. The company is committed to delivering exceptional customer experiences while maintaining efficient service operations and fostering a collaborative, customer-focused work environment.

About the Role

The Customer Support Specialist is responsible for managing customer inquiries, scheduling warranty appointments, maintaining customer records, coordinating service activities, and supporting accounts receivable processes. This onsite role requires excellent communication, strong organizational skills, and the ability to manage multiple priorities while delivering outstanding customer service.

Location: Kansas City, Kansas, United States (Onsite)

Responsibilities

• Customer Service & Communication
  • Answer incoming customer inquiries via phone, text, and email.
  • Return customer messages promptly and professionally.
  • Make outbound calls to provide installation and service updates.
  • Resolve routine customer concerns efficiently.
  • Assist with escalated customer concerns and ensure timely resolution.
  • Deliver exceptional customer service throughout the customer journey.
• Scheduling & Service Coordination
  • Schedule warranty appointments for the Service Department.
  • Coordinate installation and service activities.
  • Provide daily work orders to Service Measure Technicians.
  • Support service operations across assigned divisions.
  • Ensure timely communication between customers and service teams.
  • Assist with day-to-day service coordination activities.
• CRM & Administrative Support
  • Enter and maintain customer records in the CRM database.
  • Update job-related information accurately.
  • Audit customer orders for accuracy after confirmation.
  • Maintain organized documentation and service records.
  • Ensure data accuracy and completeness.
  • Support administrative workflows across departments.
• Financial & Reporting Support
  • Generate and distribute Uninstalled reports.
  • Generate Accounts Receivable reports before scheduled meetings.
  • Process electronic credit card and check payments.
  • Support Accounts Receivable collections and management.
  • Assist with receiving products into CRM Database and/or F&O.
  • Maintain accurate financial and operational records.
• Team Collaboration & Operations
  • Support PSG/CSC for assigned divisions.
  • Collaborate with internal teams to ensure smooth operations.
  • Maintain a high level of professionalism and accountability.
  • Perform additional duties as assigned.
  • Contribute to continuous process improvement.
  • Support overall operational efficiency.

Requirements

• Required Qualifications
  • High school diploma or GED equivalent.
  • Strong customer service and communication skills.
  • Excellent verbal and written communication abilities.
  • Strong phone and multi-line phone system skills.
  • Excellent organizational skills and attention to detail.
  • Strong work ethic and reliable attendance.
  • Ability to multitask effectively.
  • Ability to work independently and collaboratively.
  • Service-oriented mindset with a high energy level.
• Preferred Qualifications
  • Five years of customer support experience.
  • Experience in the home improvement industry.
  • Experience working with CRM databases.
  • Experience supporting accounts receivable processes.

Benefits

• Medical insurance.
• Dental insurance.
• Vision insurance.
• Disability coverage.
• 401(k) retirement plan.
• Flexible Spending Account (FSA).
• Competitive benefits package.