Service Processor

Window Nation; Fulton (MD); On-site; USD 28,000 - 37,000; Full time

Job summary

Window Nation is seeking a Service Processor to support post-installation service requests and warranty claims within a regional pod. You will act as the singular point of contact, communicating with customers, ordering service parts, and coordinating with vendors to ensure efficient, accurate service delivery.

The role emphasizes empathy, clear notes in the CRM, and strong organizational skills to help maintain high customer satisfaction in a fast-paced, high-volume environment.

Qualifications

• 2+ years in customer service, including call centers or customer care centers.
• Experience using CRM or customer tracking software.
• Excellent communication and empathy in interactions with customers.

Responsibilities

• Engage with customers to resolve issues and provide a personalized experience.
• Triage service-related issues for installed Window Nation products.
• Research customer inquiries quickly and thoroughly.
• Support scheduling stakeholders to ensure efficient service requests.
• Demonstrate product knowledge in interactions with customers and vendor partners.
• Order service parts and coordinate with external vendors to ensure timely delivery.
• Keep customer accounts updated in the CRM.
• Meet individual performance metrics.

Skills

Customer service

Tools

CRM system

Dynamics 365

Microsoft Office

Job description

One Goal, One Passion - Growth is Everything at Window Nation

Recruiting the best talent is one of Window Nation's main goals. With growth always being our number one priority, we're committed to finding and keeping the best employees possible. We want you to be your authentic self, we want you to love what you do, we want you to grow with us. Grow professionally and grow personally. We know that we all grow together at Window Nation, and we are proud of that. One Goal, One Passion - Growth is Everything at Window Nation.

Consistently operating with a passion for customer satisfaction, our Service Processors report to the Regional Service Lead (RSL)andreview post-installation service requests and warranty claims from customers and branches within their designated regional pod. They proactively communicate with customers, order service parts, and complete services within our established systems. The role performs these activities to ensure service requests are processed efficiently and accurately within the designated departmental goals. Service Processors collaborate with their fellow pod members to provide our customers a superior \"singular point of contact\" experience.

Core Role Responsibilities

• Engage, listen, and resolve customer issues; ensure a highly personalized customer experience


• Triage service-related issues related to installed Window Nation products


• Swiftly and thoroughly research customer inquiries


• Ensure that scheduling stakeholders can accurately and efficiently schedule service requests


• Demonstrate sound understanding of our products throughout interactions with customers, vendor-partners, etc.


• Order service parts; work with external vendors to ensure product, parts, and service are delivered with a sense of urgency


• Keep customers updated; regularly update customer accounts in the CRM


• Meet individual quantitative performance metrics

Basic Qualifications

• 2+ years of Customer Service experience to include call centers, customer care centers.


• Experience working in a CRM system or other customer tracking software.

Preferred Qualifications

• Ability to handle difficult conversations with a high level of empathy


• Customer-centric mindset


• Ability to provide thorough notes/updates in a CRM


• Experience in Dynamics 365


• Proficiency in Microsoft Office


• Excellent interpersonal and communication skills


• Experience working in a high-volume role


• Demonstrated ability to prioritize tasks and manage time efficiently

$23.50 - $23.50 an hour

#LI-NB1

Window Nation cultivates a culture of inclusion that respects our employees' individual strengths, views, and experiences. We believe our differences make us a better team - one that makes good decisions, drives innovation, and delivers better business results.

At this time, Window Nation is unable to provide sponsorship for employment visas now or in the future. Candidates must be authorized to work in the United States on a permanent basis without the need for current or future visa sponsorship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.