Front OfficeCSR

Window World of Wausau; Town of Wausau (WI); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Competitive pay

Employee discounts

Paid time off

Performance bonus

Training & development

Job summary

Window World of Wausau is seeking Front Office/Customer Service Representatives to work with both current and potential customers on a variety of tasks. You will manage a high volume of inbound and outbound calls and use CRM to schedule appointments and record customer data.

You will troubleshoot product and service issues across departments by clarifying and documenting complaints, determining causes, expediting best solutions, and following up to ensure resolution and customer understanding.

Qualifications

• Experience in customer service or call center environments.
• Ability to use CRM software and schedule appointments.
• Strong attention to detail and accuracy.
• Willing to learn and adapt in a fast-paced setting.

Responsibilities

• Manage office systems and supervise staff in support of operations.
• Assist accounting tasks including accounts payable, accounts receivable and bank deposits.
• Become knowledgeable in products and ability to answer incoming questions of products, policies and services.
• Manage customer data and order history.
• Handle inbound and outbound calls using proper phone etiquette.
• Schedule sales appointments, product installations, and/or service appointments with both customers and the Window World team.
• Resolve customer issues by determining the cause of the problem, facilitating a resolution, and timely follow up with customers.
• Accurately create and update customer accounts and input records of customer interactions into CRM.
• Skilled in social media content creation and paid advertising, with a strong understanding of how to generate engagement and leads.

Skills

Customer service

Active listening

Critical thinking

Communication skills

Time management

Multitasking

Microsoft Office

Learning mindset

Construction knowledge

Tools

CRM software

Job description

Benefits

• Competitive salary
• Employee discounts
• Paid time off
• Bonus based on performance
• Training & development

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.

Job Summary

Window World Front Office/Customer Service Representatives (CSR) will work with both current and potential customers on a variety of tasks. Day-to-day, CSRs will manage a high volume of inbound/outbound calls and work within a customer relations management software (CRM) to schedule appointments and record customer data. CSRs will also troubleshoot product and service issues across departments by clarifying and documenting customer complaints, determining the cause of the problem; selecting and expediting the best solution, and following up to ensure a resolution and customer understanding. CSRs must be energetic and positive with a customer-first mentality to create positive experiences for all Window World customers.

Key Responsibilities

• Manage office systems and supervise staff in support of operations.
• Assist company accounting system, including accounts payable, accounts receivable and bank deposits.
• Become knowledgeable in products and ability to answer incoming phone questions of products, policies and services of the organization.
• Manage customer data and order history.
• Handle inbound and outbound calls using proper phone etiquette.
• Schedule sales appointments, product installations, and/or service appointments with both customers and the Window World team.
• Resolve customer issues by determining the cause of the problem, facilitating a resolution, and timely following up with customers.
• Accurately create and update customer accounts and input records of customer interactions into CRM.
• Skilled in social media content creation and paid advertising, with a strong understanding of how to generate engagement and leads.

Preferred Qualifications and Skills

• Willingness to learn.
• Strong work ethic and detail-oriented.
• Ability to multitask, prioritize, and manage time effectively.
• Excellent customer service skills including active listening, critical thinking, and desire to resolve customer concerns.
• Effective written and verbal communication skills.
• Must have proficient use of Microsoft Word, Excel, and Outlook applications.
• Construction background or knowledge a plus.