Customer Service/ Scheduler - The Sliding Door Company

Position Overview: 
As a Customer Service/ Scheduler, you will have the opportunity to provide excellent customer service with first call resolution and product knowledge. This position requires the ability and desire to provide services by phone 100% of the time. Candidates should be comfortable problem-solving, with a very professional tone and caring demeanor, as well as ensuring top-notch customer satisfaction.  
 
Main Job Tasks and Responsibilities: 
Client Care: 

• Professionally answer telephone incoming calls with a welcoming greeting and listen attentively to caller’s needs 
• Accurately document client’s estimate/order number and the reason for calling in the CRM along with all relevant notes 
• Ensure customer inquiries regarding product and logistics-related issues are handled in a timely and efficient manner 
• Review installer reports and reconcile discrepancies daily as needed 
• Accurately analyze and coordinate product-related solutions to meet customer’s project needs by conferring with supervisor to ensure any associated costs are properly charged 
• Troubleshoot issues and provide solutions related to product and/or processes 
• Prioritize inquiries based on level of urgency, identifying matters that require an immediate response 
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow-up to ensure resolution 
• Proactively collaborate with other team members to identify and implement process improvement strategies and tactics 
• Work well within a team, always seeking to find understanding and work through challenges 
• Participate in quality assurance processes/programs/initiatives as requested 
• Demonstrate effective and very professional handling of tough calls/ upset or difficult customers 
• Review and troubleshoot sales orders 
• Analyze quotes and measurements provided by Sales and Technicians for accuracy 
• Deliver complete, informative and accurate estimates as requested by the Commercial and Residential sales teams 
• Communicate with internal departments to clarify project scope and job details to ensure proper delivery of quoted project 
• Master product specifications and applications, quoting, order processing, installation process and related field issues 

Scheduling: 

• Contact clients to efficiently schedule installation appointments 
• Schedule appointments for field installers to minimize drive time and/or distance as needed, and suggest alternative routes when appropriate 
• Follow up and interact with customers and installation teams 
• Proficiently navigate a Windows-based & Web-based system to optimize current & future schedules 

Qualifications: 

• High school diploma  
• 3-5 years of customer support experience or experience as Client Service Representative 
• Strong phone contact handling skills and active listening 
• Customer Orientation and ability to adapt/respond to different types of characters 
• Excellent written, verbal, interpersonal and communication skills 
• Strong computer skills including MS Office applications (Outlook, Word, Excel and PowerPoint) 
• Ability to multi-task, prioritize, and manage time effectively 
• Strong work ethic and capacity to handle high work volume in a teamwork environment 

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