Customer Service Representative 1 - San Jose

Hörmann North America; San Jose (CA); On-site; USD 32,000 - 39,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental Insurance

Health Insurance

Health Savings Account

Life Insurance

Paid time off

Tuition reimbursement

Vision Insurance

Job summary

Hörmann North America is seeking a customer service representative to field inbound calls, process orders and upsell where appropriate. The role requires active listening, clear communication and the ability to navigate pricing and product information.

You will collaborate with internal teams to meet customer needs, handle returns and shipping questions, and support online order placement in a busy manufacturing environment. This is a full-time, on-site role based in California.

Qualifications

• High School Diploma or GED required.
• One year of professional customer service experience preferred.
• Experience in manufacturing or garage door industry preferred.

Responsibilities

• Field inbound customer service calls.
• Take sales calls and upsell - present compelling offers and preferred alternatives.
• Apply active listening skills and paraphrase to understand customer needs.
• Process orders in a fast-paced environment.
• Provide knowledgeable answers about product, pricing and availability.
• Help customers navigate our website and place orders online.
• Work with internal departments to meet customers’ needs.
• Resolve product returns, shipping inquiries and order status questions.
• Other related duties as assigned.

Skills

Communication skills

Interpersonal skills

Microsoft Office

10-key skills

Phone and in-person communication

Education

High School Diploma or GED

Job description

Summary Description

• Field inbound customer service support calls with potential for extended periods of high volume
• Take sales calls and offer required upsells - make compelling offers, present appropriate alternatives when necessary, and ask for the sale
• Apply active listening skills, interject and paraphrase appropriately to best understand the customer’s needs and wants
• Process orders in a fast-paced environment.
• Provide knowledgeable answers to questions about product, pricing and availability.
• Help customers navigate our website and place orders online.
• Work with internal departments to meet customers’ needs.
• Work with customers to resolve product returns, shipping inquiries and order status questions.
• Other related job duties as assigned

Essential Job Skills And Experience

• High School Diploma or GED equivalent, college coursework preferred but not required
• One year of professional customer service experience preferred but not required
• Experience in a manufacturing or garage door industry preferred

Job Unit: Customer Service

Position: Non-Exempt

Salary: Hourly

Summary Description

• Field inbound customer service support calls with potential for extended periods of high volume
• Take sales calls and offer required upsells - make compelling offers, present appropriate alternatives when necessary, and ask for the sale
• Apply active listening skills, interject and paraphrase appropriately to best understand the customer’s needs and wants
• Process orders in a fast-paced environment.
• Provide knowledgeable answers to questions about product, pricing and availability.
• Help customers navigate our website and place orders online.
• Work with internal departments to meet customers’ needs.
• Work with customers to resolve product returns, shipping inquiries and order status questions.
• Other related job duties as assigned

Essential Duties

• Field inbound customer service support calls with potential for extended periods of high volume
• Take sales calls and offer required upsells - make compelling offers, present appropriate alternatives when necessary, and ask for the sale
• Apply active listening skills, interject and paraphrase appropriately to best understand the customer’s needs and wants
• Troubleshoot customer service problems
• Process orders in a fast-paced environment.
• Provide knowledgeable answers to questions about product, pricing and availability.
• Help customers navigate our website and place orders online.
• Work with internal departments to meet customers’ needs.
• Work with customers to resolve product returns, shipping inquiries and order status questions.
• Other related job duties as assigned

Essential Job Skills And Experience

• High School Diploma or GED equivalent, college coursework preferred but not required
• One year of professional customer service experience preferred but not required
• Experience in a manufacturing or garage door industry preferred

Education/Experience

• High School Diploma or GED equivalent, college coursework preferred but not required
• One year of professional customer service experience preferred but not required
• Experience in a manufacturing or garage door industry preferred

Knowledge: Thorough knowledge of products and quality standards. Knowledge of customer service principles and practices. Extensive knowledge of product catalog and troubleshooting techniques

Skill: Strong oral and written communication skills, strong interpersonal skills, Microsoft Office, proficient computer, keyboarding and 10-key skills, positive, upbeat and professional demeanor; a “Yes We Can!” attitude, professional, engaging verbal communication skills by phone and in person, handling high volume phones and fast paced environment.

Ability: Efficiently network and coordinate work with customers and suppliers, manage effectively time to meet targets and deadlines, to excel in a fast-paced environment; ability to multitask is a must. Demonstrate passion and enthusiasm for customer service excellence, maintain focus and positivity while resolving challenging or complex problems

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory or all duties, responsibilities, and qualifications required of employees assigned to this level.

Who We Are

Hörmann is a premier manufacturer of steel, aluminum and custom wood garage doors. We provide the building industry with high quality, innovative garage doors at competitive prices while maintaining a reputation of quality, reliability and integrity. We offer a team-centered environment, where each member's unique knowledge, skills, abilities, and efforts define our success as a company.

Hörmann is an Equal Opportunity Employer with a diverse employment environment.

Hörmann is a drug‑free workplace. A pre‑employment drug test must be negative regardless of whether you live, test or plan to work in an area that permits legalized use of marijuana for either medical or recreational purposes.

All offers of employment will be contingent on successfully passing a criminal background check and a pre‑employment drug test.

Job type: Full-time

Pay: $23.00 - $28.00 /Hr.

Benefits

• 401(k)
• 401(k) matching
• Dental Insurance
• Health Insurance
• Health Savings Account
• Life Insurance
• Paid time off
• Tuition reimbursement
• Vision Insurance

Schedule

• Day Shift
• Monday to Friday

Education

Required

• High School or better

Behaviors

Required

• Team Player: Works well as a member of a group
• Enthusiastic: Shows intense and eager enjoyment and interest
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Motivations

Required

• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
• Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of workGrowth Opportunities: Inspired to perform well by the chance to take on more responsibility

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.