Field Service Technician

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 Customer Service Representatives (CSR) will work with both current and potential customers in 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.

Responsibilities: Handle inbound and outbound calls using proper phone etiquette. Maintain strong knowledge of products, policies, and services of the organization. Convert customer inquiries from various communication channels into in-home sales appointments. Schedule sales appointments, product installations, and/or service appointments with both customers and Window World team. Resolve customer issues by determining cause of problem, facilitating a resolution, and timely following up with customers. Accurately create and update customer accounts and input records of customer interactions into CRM.Follow standard operating procedures. Prepare customer service call reports for management. Maintain a well-organized and professional workspace. Provide assistance with training and orientation for other team members as assigned.

Qualifications: Strong work ethic and detail-oriented. Ability to multi-task, prioritize, and manage time effectively. Excellent customer service skills including active listening, critical thinking, and desire to resolve customer concerns. Accuracy in data entry and proficient typing skills. Effective written and verbal communication skills. Proficient use of Microsoft Word, Excel, and Outlook applications. Phone skills, including familiarity with VoIP or multi-line phone systems. Coachable with the ability to learn new programs and processes. Positive, upbeat attitude and ability to work on a team. Prior experience working with a CRM is a plus.