Customer Support Specialist (remote)

About the role

The Customer Support Specialist supports customers throughout the installation and post-installation process by coordinating warranty appointments, maintaining customer records, processing payments, and assisting with service operations. This role works closely with internal teams to ensure timely communication, accurate documentation, and efficient resolution of customer concerns.

Responsibilities

• Respond to customer inquiries through phone, email, and text communication.
• Return customer messages promptly and professionally.
• Provide updates regarding installation and service status.
• Address routine customer concerns with professionalism and empathy.
• Aid in resolving escalated customer service issues.
• Deliver outstanding customer experiences throughout the service process.
• Schedule warranty appointments for the Service Department.
• Cook up daily work orders for Service Measure Technicians.
• Coordinate follow-up activities related to customer service requests.
• Enter and maintain customer records within the CRM database.
• Maintain accurate job-related documentation throughout installation and service.
• Audit customer orders for accuracy after confirmation uploads.
• Update customer information as service progresses.
• Ensure documentation complies with company standards.
• Maintain organized and accurate customer records.
• Generate and distribute uninstalled and accounts receivable reports.
• Process electronic credit card and check payments.
• Assist with receiving products within CRM and financial systems.
• Support accounts receivable collection activities for assigned divisions.
• Maintain accurate financial and operational documentation.
• Provide administrative support to customer service operations.
• Provide support to PSG/CSC for assigned divisions.
• Collaborate with internal departments to improve customer satisfaction.
• Aid service teams in resolving operational challenges.
• Maintain effective communication with cross-functional teams.
• Contribute to continuous process improvements.
• Perform additional duties as assigned to support business operations.

Requirements

• High school diploma or GED equivalent.
• Strong customer service skills.
• Excellent verbal and written communication abilities.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks simultaneously.
• Ability to work effectively in a team environment.
• Self-motivated with the ability to work independently.
• Strong work ethic and reliable attendance.
• Professional telephone and customer communication skills.

Benefits

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

Equal Opportunity Employer

Champion Window, a Great Day Improvements company, is an Equal Employment Opportunity Employer committed to providing equal employment opportunities for all qualified applicants. The company also welcomes and honors veterans and provides reasonable accommodations for qualified individuals with disabilities throughout the application process.