This position is 100% in office.

The Customer Service Representative (CSR) is responsible for the overall customer experience activities for Action Overhead Garage Door. The CSR is the first contact and first impression of the company for most customers. The CSR is responsible for identifying the needs of the customer and handling or transferring their call to the appropriate team member. The CSR will work to ensure that the company has met the customer’s needs as well as performing the highest level of work.

ESSENTIAL FUNCTIONS:

• Customer Satisfaction:
• Communicate with other co-workers, management, customers, and others in a courteous and professional manner.
• Answer the main line to assist the customer, wholesaler or vendor and connect them to the correct department.
• Identify and assess the customers’ needs when they call in or are physically at the location and provide them with quality customer service.
• Provide exemplary customer service by building and maintaining professional relationships through open, transparent, and interactive communication.
• Deliver appropriate solutions that ensure a positive resolution when collaborating with customer complaints.
• Complete a courtesy call with all customers to confirm the satisfaction of installation or service was performed to company standards and report back to Installation and Service departments on any unresolved issues.

• Administration:
• Manage and organize the day-to-day office administrative tasks accordingly.
• Plan, prepare, and devise daily activities according to workload.
• Convey with managers to resolve problems and expedite work.
• Propose recommendations to management concerning the improvement of procedures.
• Follow- up in a timely manner on delegated tasks and company initiatives.
• Establish a process to actively solicit and gather reviews and customer feedback from installation and service customers.
• Update and maintain company records and log-ins.
• Perform other related duties and tasks as assigned.

COMPETENCIES:

• Proficient in Communication (verbal and written)
• Ethical Conduct
• Patience, Attentiveness, and Empathy
• Unsurpassed Customer Service and Sales skills
• Excellent Organizational prowess
• Personal Effectiveness and Credibility
• Outstanding Attention to Detail

EDUCATION, QUALIFICATIONS & EXPERIENCE:

• High school diploma or GED
• Previous customer service experience a plus

WORK CONDITIONS:

This job operates in diverse conditions including, but not limited to, clerical, office setting and outdoor environment. This role routinely uses standard office equipment such as computers, phones and printers.

PHYSCIAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk.

OTHER DUTIES:

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.