FSLA Classification: Non-Exempt
Job Type: Full-Time
Supervisory Role: No
At Go-Glass, our Customer Service team is at the core of each interaction with our customers as they are the first line of contact. Whether assisting customers with scheduling a new appointment, taking payments, or simply answering a customer's questions, our goal is to Make Every Interaction Count.
Job Summary:
Customer Service Representative will perform a variety of functions to assist customers who contact the company via phone, e-mail, or in-person. Many of these functions are sales-related including providing quotes, creating work orders, scheduling installations as well as estimates, and processing low complexity invoices. In this position, other office functions tracking supplies, organizing sales files, and maintaining the customer showroom. This position does not require the training or supervising of others.
Responsibilities/Essential Functions
Perform a wide variety of office sales and administrative tasks including the following:
- Deliver a consistent and high-level of customer service to all Go-Glass customers through all forms of communications/interactions.
- Answer the phone professionally and assist those customers promptly.
- Assist walk-in customers with questions, service requests, and product/service selection for low complexity home and auto products in a polite and professional manner.
- Schedule installation appointments for service teams.
- Accept payments and place customer orders in the computer system.
- Identify and escalate issues to Management.
- Provide product and service information to customers.
- Research, identify, and resolve customer complaints using applicable software.
- Recognize, document, and alert the Office Manager of trends in customer calls.
- Follow-up customer calls where necessary.
- Learn Go-Glass' mission, core values, services, products, policies, and operational procedures.
- Follow all companywide standard operating procedures (SOPs).
- Maintain an organized filing system for sales, purchasing, administrative, and other documents.
- Maintain a clean and professional customer showroom.
- Other duties as assigned by at the discretion of management
- Other duties as assigned by management
Skills & Aptitudes
- High learning agility and willingness to self-educate.
- Exceptional interpersonal skills, customer service, active listening, and verbal and written communication, professional phone voice.
- Service-oriented and able to resolve customer grievances and diffuse possible tense situations.
- Proficient computer and typing skills with the ability to learn new software systems, and practices
- Ability to multi-task, set priorities and manage time effectively.
- Build an understanding of company products, services, and policies.
- Strong time management and decision-making skills.
- Adaptability and accountability.
- Ability to use/read a measuring device such as a tape measure.
- Excellent organizational skills and attention to detail.
- Proficient with Microsoft Office Suite and related software.
- This position does not require the training or supervising of others.
Education & Experience: - High school diploma or equivalent required
- At least one year of customer service experience
Physical Demands: The Customer Service Representative typically works in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office. Employee may encounter frequent interruptions throughout the workday. The employee is regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle, or feel, and to stand, walk, reach, bend or lift up to 20 pounds.
Travel Required: None, or minimum
Work Authorization Must be authorized to work in the United States
EEOC Statement Go Glass provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Other Duties As assigned at the discretion of the Office Manager. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. This description reflects management's assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. This job description is subject to change at any time.