Customer Service Representative

Window World of Boston; Burlington (MA); On-site; USD 35,000 - 45,000; Full time

Job summary

Window World of Boston is seeking a Customer Service Representative (CSR) to provide exceptional support to customers while working with a high volume of inbound/outbound calls. The CSR will manage appointments, document customer concerns, and ensure resolutions while maintaining a positive customer experience.

The ideal candidate should be energetic, possess strong communication skills, and have a customer-first mentality. Responsibilities include resolving customer issues, entering contracts in the CRM, and performing office duties.

Qualifications

• Energetic and positive attitude with a customer-first mentality.
• Strong communication skills to manage customer interactions effectively.
• Ability to document customer concerns and resolutions accurately.

Responsibilities

• Handle inbound and outbound calls using proper phone etiquette.
• Maintain strong knowledge of products, policies, and services.
• Schedule sales and service appointments with customers.

Skills

Customer relations

Communication skills

Problem solving

CRM proficiency

Job description

Company Overview

Window World is the largest exterior remodeler in the United States and we are looking for highly motivated professionals to offer a best-in‑class customer experience in support of our wide array of residential exterior remodeling products. Our energy‑efficient products are backed by industry‑leading warranties, and we offer exceptional attention to detail and customer care. Our mission is simple: to combine exceptional quality and workmanship with superior service at affordable prices.

Job Summary

Window World Customer Service Representatives (CSR) will work with both current and potential customers in a variety of tasks. Day-to-day, CSRs will manage a high volume of inbound/outbound calls and work within a customer relations management system (CRM) to schedule appointments and record customer data. CSRs must be energetic and positive with a customer‑first mentality to create positive experiences for all Window World customers. CSRs will also troubleshoot product and service issues across departments by clarifying and documenting customer concerns, determining the cause of the problem; selecting and expediting the best solution, and following up to ensure a resolution and customer understanding. Additionally, a CSR will work closely with Design Consultants to enter customer contracts. The CSR will complete introductory calls to customers, collect deposits, enter contracts into the CRM and set up all necessary paperwork for the installation process. The role also requires daily filing and other office duties.

Responsibilities

• Handle inbound and outbound calls using proper phone etiquette.
• Maintain strong knowledge of products, policies, and services of the organization.
• Convert customer inquiries from various communication channels into sales appointments.
• Schedule sales appointments, product installations, and/or service appointments with both customers and Window World team.
• Resolve customer issues by determining cause of problem, facilitating a resolution, and timely following up with customers.
• Accurately create and update customer accounts and input records of customer interactions into CRM.
• Follow standard operating procedures.
• Printing, scanning and uploading documents.
• Processing project documents.