Hybrid CSR I: Concierge Customer Support

Forte Opening S; United States; Hybrid; USD 21,000 - 28,000; Full time

Job summary

Forte Opening Solutions is seeking an entry-level CSR Level 1 in Northumberland, PA. You will handle daily customer support via phone and email to resolve questions and concerns, with a mix of on-site and remote work and opportunities to collaborate across teams.

The role emphasizes handling top-level Forte A accounts, maintaining service quality, and escalating complex issues while building strong customer relationships. Ongoing training and overtime as needed support business needs.

Qualifications

• High school education required; associate degree preferred.
• 1-2 years of customer service experience preferred in manufacturing, call center, or building supplies industries.

Responsibilities

• Answer incoming phone calls professionally and maintain phone metrics and KPIs.
• Provide concierge-level service to assigned 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.

Education

High school education required; Associate Degree or higher preferred

Job description

Forte Opening Solutions is seeking an entry-level CSR Level 1 in Northumberland, PA. You will handle daily customer support via phone and email to resolve questions and concerns, with a mix of on-site and remote work and opportunities to collaborate across teams.

The role emphasizes handling top-level Forte A accounts, maintaining service quality, and escalating complex issues while building strong customer relationships. Ongoing training and overtime as needed support business needs.