Senior Customer Service Representative

Summary The Customer Service department at our Baton Rouge office is looking internally for a Sr. Customer Service Representative to provide escalated and lead support to customer inquiries and team member questions. In order to be successful, you'll need to have customer service experience, sound knowledge of Window World processes and procedures, advanced computer skills and abilities, and excellent communication, and we'll provide the tools you need to succeed.

Responsibilities

Serve as a resource or Subject Matter Expert (SME) for other Customer Service team members and/or internal customers

Handle escalated calls, resolving more complex customer issues in a one and done manner

Answer incoming phone calls, email correspondence, and Hatch correspondence from customers and identify the type of assistance the customer needs (i.e. production, service, sales, auditing, collections, and/or other departments)

Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems

Intervene with other department members on behalf of the customer to assist with resolving scheduling, installation, completion, service and other customer related issues

Assist customers in understanding Window World policies and procedures such as warranty transfer fee, labor warranty, service fee and other applicable terms and conditions

Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the customer

Research complex issues across multiple documents and work with other departments to resolve customer issues and/or partner with others to resolve escalated issuesProvide education and status on customer service related issues

Assist with training related needs including new hire training, and any other continuing education training

Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance

Assist with any department related needs as requested by management

Qualifications Required:

High school diploma / GED (or higher)

2+ years of proven success dealing with customer complaints in a customer service or similar role

1+ years working in a call center setting

1+ years of Window World Customer Service Specialist experience

Soft Skills:

Organized, detail oriented, creative, proactive, personable, reliable, professional, and results driven

Basic computer knowledge, skills and abilities: Familiarity with computer and Windows PC applications, Microsoft Office Suite applications (Word, Excel, PowerPoint, Access)

Familiarity with other WW department workflows, processes and contacts

Ability to work in-person during office hours: Monday - Friday, 8:00am - 5:00pm; 8405 Airline Hwy, Baton Rouge, LA 70815

Currently employed by Window World

Preferred:

4+ years of customer service experience

2+ years of call center experience

2+ years of Window World Customer Service Representative (CSR) experience

Benefits

Salary Increase

Job enrichment

Gain leadership experience

Don't Miss your WINDOW to Apply! Apply for our Sr. Customer Service Representative position before the application window closes.

Have questions?

For more information speak with Alex Trejos, Customer Service Manager, at ATrejos@WinWorldInfo.com.

#J-18808-Ljbffr