SUMMARY

America’s leading replacement window company, Window World, is looking for a Customer Support Specialist to join our Grand Prairie, TX team. In this position, you’ll be responsible for ensuring best-in-class customer experience by assisting customers with products and services-related questions and resolving customer concerns with urgency. Bring your customer support skills and determination, and we’ll give you the tools you need to succeed. We want you to climb the ladder with us so ask about the opportunities for growth at Window World!

QUALIFICATIONS

• High school diploma or equivalent
• 1 year of experience in customer service or call center work setting (2+ years is a plus)
• Excellent customer service skills including active listening and critical thinking
• Proficient computer skills including Microsoft Office products
• Accuracy in data entry and proficient typing skills
• Service-oriented with desire to resolve customer issues
• Positive, upbeat attitude and team player
• Ability to work in-person during office hours: Monday - Friday, 8:00 am - 5:00 pm, and rotating Saturdays 8:00 am - 12:00 pm

• Handle customer inquiries through various communication channels including over the phone, email, online chat, text messaging, or in person
• Answers questions related to products, policies, and services offered by the organization
• Schedule appointments for estimates, installations, and other related services
• Review customer account information to identify and resolve customer concerns and escalate issues beyond their expertise level
• Engage appropriate resources and route calls for followup and resolution
• Accurately create and update customer accounts and input records of customer interactions
• Collect and process payment transactions
• Contact customers in support of outbound program initiatives
• Recommend improvements in processes, policies, and procedures to prevent future gaps in customer experience
• Actively support and meet the organization’s performance metrics including call quality, call handling time, call wrap time, and attendance
• Provide assistance with training and orientation for other Team Members when assigned
• Performs other duties as assigned or requested by management