Client Service Specialist

About the position

The Client Service Specialist is responsible for ensuring a positive experience for clients by managing a high volume of customer calls and emails, leading service projects, and providing technical assistance. This role requires strong communication skills, the ability to interpret blueprints and AutoCAD information, and a commitment to maintaining a professional brand image. The position is based onsite in Pine Grove, PA, and involves collaboration with various departments to resolve customer inquiries and track service metrics.

Responsibilities

• Answer a high volume of incoming customer calls and emails, actively listening to identify and own customer issues with urgency, positivity, and empathy.
• Communicate professionally and effectively through phone calls and emails.
• Create and log service projects electronically and assign them to appropriate parties based on complexity.
• Lead Level 1 and Level 2 Service Projects.
• Provide technical assistance regarding measurements, drawings, and technical manuals, resolving a wide range of customer inquiries from installation to warranty assistance.
• Identify root causes of issues, communicating with Production, Design, and Engineering.
• Track and monitor completion of Level 1 and Level 2 field service corrective actions using an internal tracking system.
• Maintain daily, weekly, and monthly metrics for install and field service.
• Approve all field service install requests before they go to the customer.
• Support legal claims as needed.
• Recognize and report any trends in service.
• Perform clerical work such as scanning and archiving files.
• Cross-train to support Service and Install.

Requirements

• 3+ years of customer service experience, preferably within the Service/Warranty or Customer Experience environments.
• Strong communication skills with a high level of professionalism (Email & Phone etiquette).
• Ability to handle multiple service requests through email and phone conversations.
• Strong computer skills, specifically in Microsoft Word and Excel.
• Ability to read and interpret blueprints for part identification and installation requirements, and interpret information in AutoCAD.
• Strong organizational skills for file and data collection.
• Experience with window and door enclosures.
• Unexpired driver's license and clean driving record.
• Ability to travel occasionally.

Nice-to-haves

• Experience in a Design-Build organization within the Construction and/or Building Materials Industry.
• Ability to drive results and work with a sense of urgency.
• Customer service support for Level 1 and Level 2 Service & Warranty inquiries, mainly for the Veris product line.

Benefits

• Comprehensive health plans
• Market-leading 401(k) program with company contribution
• Product discounts
• Flexible time off benefits, including half-day summer Fridays
• Inclusive fertility/adoption benefits