Customer Service Representative I

Forte Opening Solutions; Jefferson City, Marshfield (TN, WI); Hybrid; USD 32,000 - 42,000; Full time

Job summary

Forte Opening Solutions in Northumberland, PA is seeking an entry-level CSR Level 1 to provide daily customer support via phone and email, resolve questions and concerns, and assist with samples, order documents, and account updates. The position is primarily in-office with limited remote work, requiring on-site collaboration, hands-on training, and cross-department coordination to ensure timely, high-quality service and excellent customer experiences.

Qualifications

• Entry-level CSR providing daily customer support via phone and email.
• In-office role with limited remote work as approved.
• Overtime may be required to meet business needs.

Responsibilities

• Answer incoming phone calls professionally and meet KPIs.
• Provide concierge-level service to Forte A accounts.
• Resolve customer requests including samples, order documents, inquiries, and account updates.
• Demonstrate knowledge of product complexity and e-tools.
• Escalate to appropriate teams when needed.
• Collaborate with team to share knowledge and maintain high service quality.
• Handle difficult customers calmly and professionally.

Skills

Customer service

Phone support

Communication

Education

High school education

Associate Degree or higher preferred

Job description

Job Details

Job Location: Northumberland, PA 17857

Job Category: Customer Service

At Forte Opening Solutions, we don't just manufacture doors; we create pathways to possibilities. We empower our employees to shape the future of our industry. Join a team where craftsmanship meets cutting-edge technology, and where your ideas can open new doors. Together, we build not just products, but a culture of excellence and collaboration.

The CSR Level 1 is an entry level position within customer service and provides daily customer support through phone and e-mail to resolve customer questions and concerns.

This position is primarily in office, with limited flexibility for remote work as approved and based on business needs. These roles require in-person participation for activities that benefit from physical presence, including team alignment, hands-on tasks, training, customer needs, and cross-department coordination.

In-Office Work Expectations

• Work remotely on designated days while performing responsibilities that can be completed independently and digitally.
• Attend on-site workdays for collaboration, team meetings, project discussions, training, and operational tasks requiring physical presence.
• Participate in face-to-face interactions that support stronger communication, problem-solving, and cross-functional alignment.
• Maintain consistent communication with leadership and peers across both in-office and remote environments.
• Demonstrate flexibility to adjust on-site days when business needs arise (e.g., staffing needs, escalations, or project milestones).
• Uphold all workplace standards, confidentiality requirements, and security protocols both on-site and remotely.

Key Responsibilities

• Answer incoming phone calls professionally and maintain phone metrics and KPIs.
• Provide concierge-level service to assigned top-level Forte A accounts.
• Resolve customer requests including samples, order documents, inquiries, and account updates.
• Demonstrate strong knowledge of product complexity and e-tools.
• Execute proper internal escalation when needed.
• Build professional relationships with customers and Territory Sales Managers.
• Ensure timely and thorough issue resolution.
• Handle stressful situations and difficult customers calmly and professionally.
• Research, document, and resolve customer complaints of medium to high complexity.
• Assist with basic DoorBuilder estimating and order entry questions.
• Collaborate with team members to share knowledge.
• Maintain phone and email quality evaluation scores of 90% or higher.
• Perform other duties as assigned.

QualificationsEducation

• High school education required, Associate Degree or higher preferred

Experience

• Minimum 1-2 years of previous experience in customer service.
• Manufacturing, call center, or building supplies industry experience preferred

Additional Requirements

• Must be flexible to work overtime as business needs require.