Now Hiring - The Sliding Door Company - Manufacturing Call Center Customer Service Representative in Chatsworth, CA

Full description of the position

Position Overview:

We are seeking a Customer Service Scheduler to join our team! You will be responsible for helping customers by providing product and service information and resolving technical issues.

Main Job Tasks and Responsibilities:

Client Care:

• Professionally answer telephone incoming calls with a welcoming greeting and listen attentively to caller’s needs
• Accurately document client’s estimate/order number and the reason for calling in the CRM along with all relevant notes
• Ensure customer inquiries regarding product and logistics-related issues are handled in a timely and efficient manner
• Review installer reports and reconcile discrepancies daily as needed
• Accurately analyze and coordinate product-related solutions to meet customer’s project needs by conferring with supervisor to ensure any associated costs are properly charged
• Troubleshoot issues and provide solutions related to product and/or processes
• Prioritize inquiries based on level of urgency, identifying matters that require an immediate response
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow-up to ensure resolution
• Proactively collaborate with other team members to identify and implement process improvement strategies and tactics
• Work well within a team, always seeking to find understanding and work through challenges
• Participate in quality assurance processes/programs/initiatives as requested
• Demonstrate effective and very professional handling of tough calls/ upset or difficult customers
• Review and troubleshoot sales orders
• Analyze quotes and measurements provided by Sales and Technicians for accuracy
• Deliver complete, informative and accurate estimates as requested by the Commercial and Residential sales teams
• Communicate with internal departments to clarify project scope and job details to ensure proper delivery of quoted project
• Master product specifications and applications, quoting, order processing, installation process and related field issues

Scheduling:

• Contact clients to efficiently schedule installation appointments
• Schedule appointments for field installers to minimize drive time and/or distance as needed, and suggest alternative routes when appropriate
• Follow up and interact with customers and installation teams
• Proficiently navigate a Windows-based & Web-based system to optimize current & future schedules

Qualifications:

• High school diploma
• 4-5 years of customer support experience or experience as Client Service Representative
• Strong phone contact handling skills and active listening
• Customer Orientation and ability to adapt/respond to different types of characters
• Excellent written, verbal, interpersonal and communication skills
• Strong computer skills including MS Office applications (Outlook, Word, Excel and PowerPoint)
• Ability to multi-task, prioritize, and manage time effectively
• Strong work ethic and capacity to handle high work volume in a teamwork environment

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 4 years

Shift:

• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person

Ability to commute/relocate:

• Chatsworth, CA 91311: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Outlook: 3 years (Required)
• Phone etiquette: 4 years (Required)
• CRM software: 4 years (Required)
• Dispatching: 2 years (Required)

Work Location: In person