Customer Service Representative

Oldcastlebuildingenvelope; Waxahachie (TX); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Industry competitive benefits

Work-life balance with PTO

Potential for annual raises and bonuses

Training and skill development

Job summary

Oldcastlebuildingenvelope in Waxahachie, Texas, is seeking a dedicated Customer Service Representative. In this role, you will be a key contact for customers, ensuring their inquiries are managed promptly and professionally. You will also be responsible for researching customer accounts to troubleshoot issues and provide relevant updates.

The ideal candidate will have a high school diploma and at least 3 years of customer service experience, ideally in a technical environment. Benefits include competitive pay, PTO, and a commitment to work-life balance.

Qualifications

• Minimum of 3 years of customer service experience is preferred.
• Experience in technical fields such as doors, windows, or similar.
• Proficient in computer use and software.

Responsibilities

• Serve as a primary point of contact for customers.
• Provide timely communication via phone and email.
• Research customer accounts and troubleshoot issues.

Skills

Customer service experience

Technical industry experience

Organizational skills

Problem-solving skills

Verbal communication

Written communication

Education

High School diploma or equivalent (GED)

Job description

Responsibilities

• Serve as a primary point of contact for customers as part of a collaborative customer service team.
• Provide professional and timely communication to customers via phone and email, demonstrating respect, responsiveness, and a positive "can-do" attitude.
• Maintain ownership of customer requests from initial contact through resolution, ensuring accurate and timely follow‑up.
• Provide customers with order status updates, estimated timelines (ETAs), product information, and service‑related support.
• Handle a high volume of inbound customer calls while maintaining professionalism and efficiency.
• Monitor and manage a shared email inbox with the team, ensuring all inquiries are addressed in a timely manner.
• Research customer accounts, order history, and quotes to troubleshoot issues and provide accurate responses.
• Investigate and resolve issues related to customer orders, quotes, and account activity by working with internal teams.
• Communicate effectively with internal departments and Sales to gather information and resolve customer concerns.
• Maintain clear and consistent communication with customers, internal teams, and Sales regarding order status and issue resolution.
• Make order updates and changes as needed, ensuring accuracy and proper documentation.
• Perform general administrative tasks such as filing documents and maintaining records.
• Prioritize workload based on urgency and customer impact while managing multiple tasks in a fast‑paced environment.
• Ensure all customer communication is handled in a timely, professional, and consistent manner.
• Meet established performance expectations and key performance indicators (KPIs), with ongoing support and guidance from management.

Qualifications

• High School diploma or equivalent (GED) required.
• Minimum of 3 years of customer service experience, preferred.
• Experience in technical fields such as doors, windows, aluminum systems, aluminum products, partitions, or similar industry is preferred.
• Proficient in computer use and comfortable working with multiple systems and software (PC‑savvy) and strong written and verbal communication skills.
• Strong organizational and time‑management skills with the ability to multitask and prioritize effectively. Strong attention to detail and problem‑solving skills.

Benefits

• Benefits that benefit you – industry competitive benefits at the lowest cost to the employee.
• Work‑life balance – PTO and holidays, including floating holidays you can choose.
• Compensation that rewards your hard work – a pay‑for‑performance culture with potential for annual raises and bonuses.
• Training – we will equip you with the knowledge and skills you need to succeed.

OBE will not discharge or discriminate against employees or applicants for discussing, disclosing, or inquiring about their own or others' pay.