Customer Service Specialist

West Shore; Andover (MA); On-site; USD 34,440 - 37,195; Full time

Benefits offered by this job

Health insurance

401(k) with company match

HSA with company match

Paid holidays and PTO

Employee Referral Program

Employee Discount Program

Paid training and growth potential

Job summary

West Shore Home in Andover, MA is seeking a Customer Service Specialist to support our branch operations. You will handle high-volume calls, diagnose product issues, and schedule post-install service visits for customers.

The role emphasizes building relationships, working independently with accountability, and delivering a 5-star customer experience. We offer comprehensive health benefits, a 401(k) match, an HSA, paid holidays and PTO, and ongoing professional growth opportunities.

Qualifications

• Experience in customer service-related roles.
• Ability to handle high-volume calls and multi-channel requests.

Responsibilities

• Handle high volume inbound and outbound calls, establishing relationships with customers.
• Respond to customer requests via phone, email, website, or colleagues regarding product issues.
• Report escalations to General Manager and Customer Service Manager.
• Order necessary parts and schedule service visits.
• Keep customers informed of service-related schedule changes.

Skills

Customer service

Communication

Relationship building

Problem solving

Job description

Posted Thursday, July 23, 2026 at 4:00 AM

Position: Customer Service Specialist

Location: Andover, MA (ONSITE)

Schedule: Monday-Friday, 7:30am-4:00pm (Full-Time)

Who We Are:

West Shore Home is a technology-driven and industry-leading home improvement company specializing in high-quality and convenient remodels of Bathrooms, Windows, Doors, and Flooring. West Shore Home operates in over 40 locations nationwide and is home to over 3,000 employees!

Job Summary:

As a Customer Service Specialist at West Shore Home, you will support all customer service-related functions in your assigned branch. You will be responsible for providing a 5-star experience, diagnosing product problems, and scheduling service visits for all customers that require post-installation services.

Key Role Accountabilities:

• Handle high volume inbound and outbound calls, quickly establishing relationships with our customers.
• Respond to customer requests (phone, email, website, other company employees) for support due to issues relating to products previously installed.
• Report customer escalations/emergencies directly to the General Manager and Customer Service Manager.
• Order necessary parts through manufacturers and schedule service visits when needed.
• Keep customers aware of any service-related schedule changes.

Must-Have Requirements:

• A passion for building relationships.
• A desire to work independently, efficiently, and with high accountability.
• A proven track record of success in customer service-related roles.
• Comprehensive Health Insurance options (Medical, Dental, Vision, Accident, Life, Critical Illness, Short and Long-Term Disability)
• 401(k) plans with company match
• HSA plan with company match
• Paid holidays and paid time off (PTO)i>
• Employee Referral Program
• Employee Discount Program
• Paid training and unlimited professional growth potential

Compensation:

The hourly pay for this position is $25-27 per hour. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to experience, knowledge, skills, and abilities as well as geographic location of the position.

Culture and Community:

We believe that when employees feel valued and supported, they perform at their best. Our dedication to fostering a strong, value-driven culture has consistently earned us the Top Workplaces USA award as one of the nation’s top employers, including recognition in Leadership, Purpose & Values, and Compensation & Benefits.

West Shore Home strives to Bring Happiness to Every Home and that goes beyond our customers and employees. We support positive change in our communities by volunteering, giving back, and supporting nonprofits that make a difference. Learn more here: https://westshorehome.com/community

It is the policy of West Shore Home to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. All employees are subject to a pre-employment screening process including a background check and drug screen. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. If you require reasonable accommodation in completing the application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to your recruiter.