Customer Service Representative - Service Coordinator

Window World of Buffalo, Rochester, Syracuse, and Jamestown; Village of Depew (NY); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Health Insurance

401(k) matching

Paid on-the-job training

Stable, full-time hours

Engaging team culture

Generous Holiday and PTO time

Job summary

Window World is seeking a friendly and organized Customer Service Representative to join our team in upstate New York. In this full-time role, you will be the primary contact for customers needing service after installation, answering questions, documenting needs in our CRM, and coordinating service technicians.

No prior window experience is required — we will train you. A positive attitude, reliability, and a passion for helping customers will help you thrive and grow within our friendly,

Qualifications

• Must have a positive attitude and enjoy helping customers over the phone.
• No prior window/home improvement experience required; training will be provided.
• Organized, dependable, eager to learn with a customer-first mindset.

Responsibilities

• Handle inbound and outbound customer calls with friendly, professional etiquette.
• Assist customers with service and warranty questions and determine needs.
• Schedule and coordinate appointments for service technicians.
• Document customer concerns accurately for technicians.
• Maintain CRM records and follow up with customers throughout the process.
• Collaborate with office, installation, and service teams to ensure a great customer experience.

Skills

Customer service

Positive attitude

Organized

Problem solving

Tools

CRM system

Job description

Benefits:

• Training & development
• 401(k)
• 401(k) matching
• Competitive salary
• Health insurance

Join our Friendly & Positive Team!

Are you someone with a positive attitude who enjoys helping people and learning new things? Do you thrive on providing friendly, helpful customer service over the phone and enjoy solving problems?

We are looking for someone who is smart, organized, dependable, and eager to learn. You do not need experience with windows or home improvement — we will teach you! What matters most is your attitude, your ability to learn, and your desire to provide an excellent experience for our customers.

What we are looking for...

We’re looking for a customer-focused, positive, and organized individual to help manage our service and warranty department in a full-time position.

You will be one of the primary contacts for customers who need service after their installation. You’ll speak with customers to understand their concerns, learn our products and warranty procedures, document service needs, and schedule our service technicians to complete the necessary work.

This position is a great fit for someone who enjoys talking with people, likes solving problems, isn't afraid to learn new things, and takes pride in following through for customers.

We Offer:

• Paid on-the-job training to continuously enhance your knowledge and expertise.
• Stable, full-time hours ensuring job security and consistent employment throughout the year.
• Engaging team culture with regular events fostering camaraderie and collaboration.
• Generous Holiday and PTO time
• Benefits including Health Insurance and 401k

Job Summary

Window World Customer Service Representatives (CSR) work directly with our customers to provide a best-in-class experience. In this role, your primary focus will be assisting existing customers with service and warranty needs and coordinating the schedules of our service technicians.

Day-to-day, you will manage inbound and outbound customer calls, learn to identify and document service needs, work within our customer relationship management (CRM) system, schedule service appointments, and follow up with customers throughout the process.

CSRs must be energetic, positive, organized, and willing to learn, with a customer-first mentality and the ability to remain helpful and professional while working through customer concerns.

Responsibilities

• Handle inbound and outbound customer calls using friendly and professional phone etiquette.
• Assist customers with service and warranty questions and help determine their service needs.
• Develop a strong working knowledge of Window World products, warranties, policies, and service procedures.
• Schedule and coordinate appointments for our service technicians.
• Organize service schedules efficiently and communicate appointment information with customers and technicians.
• Document customer concerns accurately so service technicians have the information they need before arriving at the home.
• Resolve customer concerns by identifying the issue, helping facilitate a solution, and following up with customers in a timely manner.
• Accurately create and update customer accounts and records of customer interactions within our CRM.
• Follow open service requests through completion and help ensure customers are kept informed throughout the process.
• Work closely with our office, installation, and service teams to provide an excellent overall customer experience.

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.