Customer Service Representative- Horizons

Springs Window Fashions; Waukegan (IL); On-site; USD 20,000 - 28,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Paid vacation

Volunteer day

Job summary

Springs Window Fashions is seeking a Customer Service Representative to deliver the best experience for customers across inbound inquiries and order processing. You will respond to questions, guide product selections, and ensure accurate quotes and order details are entered into internal systems.

The role emphasizes fast-paced, high-volume customer interactions with a strong focus on service quality. On-site position with comprehensive benefits and a potential bonus opportunity.

Qualifications

• Excellent written and verbal communication skills.
• Ability to build rapport and maintain a customer-first mindset.
• Strong problem-solving and analytical abilities to assess customer needs.

Responsibilities

• Handle a high volume of inbound customer inquiries via phone, email, text, or social media.
• Provide accurate information and maintain a customer-first mindset.
• Coordinate pre-sales assistance, respond to product questions, and guide customers to suitable solutions.
• Process customer requests including quotes, orders, and order changes; verify details for accuracy.
• Provide post-sales support and act as the primary contact for order-related questions.
• Monitor order status, shipment details, and delivery timelines; communicate delays and solutions.

Skills

Customer service

Communication

Problem solving

Microsoft Office

CRM systems

Order entry tools

Tools

CRM systems

Microsoft Office

Order entry tools

Job description

Description

Customer Service Representative

The Best Experience Company:

Our tagline is “The Best Experience Company.” More than just a set of words, itrepresentsthe essence of who we areat Springs Window Fashions. As North America’s premier window covering company,we’recommitted to creating the Best Experience for our associates,customers, business partners, and communities.We want you to join our team of passionate self-starters who believe the world is full of Best Experience opportunities. So, ifyou’reexcited about thethought of a Best Experience career with a team focused on creating Best Experiences for all, we want to hear from you!

Customer ServiceTeam:

At Springs Window Fashions, our friendly and talented customer service team consists of dedicated individuals motivated by their passion for service and providing the best experience for our customers and consumers.All Customer Service Representatives are assigned a Success Coach toaidin understanding performance and career pathopportunitiesfor continued growth andadvancement. Associates also receive paidcomprehensivetrainingon products,accounts,and systems.

Key Objectives and Responsibilities:

Inbound Customer Support (No Sales / Cold Calling):

• Handle a high volume of inbound customer inquiries in a professional and courteous mannervia phone, email,text/chatorsocial media

• Provideaccurateinformation whilemaintaininga strong customer-first mindset

• Ensure all interactions reflect company standards for service quality and responsiveness

Pre-Sales Assistance:

• Respond to customer questionsregardingproducts, specifications, pricing, availability, and usage based oninternal support resources

• Guide customers through product selection by clarifying needs and recommendingappropriate solutions

• Utilize internalresourcesto providetimelyandaccurateinformation

• Process customer requestsincluding:

• Entry of sampleswatchorders

• Preparation and entry of quotes

• Entry of new product orders

• Verify order details for accuracy, including pricing, specifications, and delivery requirements

• Communicate clearly with customersregardingtimelines, product options, and next steps

Post-Sales Assistance:

• Provide ongoing support after theinitialpurchase to ensure customer satisfaction and issue resolution

• Serve as a primary point of contact for order-related questions and concerns

Order Status & Tracking:

• Monitor and provide updates on order progress, shipment details, and delivery timelines

• Proactively communicate delays or changes to customers and offer solutions when needed

Troubleshooting & Issue Resolution:

• Assistcustomers with product or order-related issues using established troubleshooting guides and resources

• Identifyroot causes of problems and guide customers throughappropriate solutions

• Escalate complex or unresolved issues toappropriate departmentsas necessary

Order Adjustments & Processing:

• Replacement parts orders

• Repair requests

• Remake orders due to defects, damage, or errors

• Ensure all entries areaccurateand align with company policies and procedures

Credits & Adjustments:

• Review and process customer credit requestsin accordance withcompany guidelines

• Investigate discrepancies and ensure proper documentation for approvals

• Communicate resolutions clearly and professionally to customers

General Responsibilities Across All Areas:

• Maintainaccurateand detailed records of all customer interactions in internal systems

• Follow company procedures, service standards, and documentation requirements

• Collaborate with internal teams (sales, production, shipping) to resolve customer needs

• Meet performance expectations related to response time, accuracy, and customer satisfaction

Qualifications:

• Strong customer communication skills, including clear written and verbal communication, active listening, and a professional, approachable demeanor

• Ability to build rapport andmaintainpositive relationships with customers, demonstrating empathy, patience, and a customer-first mindset

• Problem-solving and analytical skills to assess customer needs,identifyissues, and determineappropriate solutionsefficiently

• Proficiencyin basic computer applications (e.g., Microsoft Office, CRM systems, order entry tools) with the ability to learn new systems quickly

• Ability to multitask and manage competing priorities in a fast-paced customer service environment whilemaintainingaccuracy

• Dependable and reliable, with a consistent work ethic and commitment to meeting attendance, performance, and service expectations

Requirements:

• Ability to work on a computer for extended periodsof time

• Ability to navigate multiple systems/screens simultaneously whileassistingcustomers

• Occasional need to reach, bend, or lift light office materials (typically under 10-15lbs)

• Ability to manage a high volume of customer interactions throughout the day

• Maintain focus and accuracy while performing repetitive tasks (e.g., order entry, updates)

How We Work to Deliver a Best Experience: Our Culture

• Our Core Value: We do the right thing, always

• Our Seven Cultural Behaviors

• Empowerment - We trust our people.

• Ownership - We take 100% responsibility for ourrolesactions, and results.

• Leadership - We all lead by example and talkdirectwith respect (DWR).

• One Team - We areOneSprings Team.

• Customer First - We consider our customers' needs before every decision.

• Continuous Innovation - We are constantly learning, innovating, and improving.

• Speed - We define priorities andoperatewith a sense of urgency and agility.

The annual base/hourly wage for this position is reasonably expected to be $17.50 an hour. Factors which may affect starting pay may include geography/market, skills, education, experience and other qualifications of the successful candidate.

This position is eligible for an annual bonus as well of up to 5%.

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan with up to 5% company match of eligible contributions, life insurance, long-term disability insurance, short-term disability insurance, paid sick time at an amount that meets or exceeds all local requirements, paid vacation time (pro-rated for the current year based on start date), paid holidays per year, and one paid volunteer day off per year.

Requirements

Requirements:

• Ability to work on a computer for extended periodsof time

• Ability to navigate multiple systems/screens simultaneously whileassistingcustomers

• Occasional need to reach, bend, or lift light office materials (typically under 10-15lbs)

• Ability to manage a high volume of customer interactions throughout the day

• Maintain focus and accuracy while performing repetitive tasks (e.g., order entry, updates)