Client Service Specialist

Solar Innovations - Pine Grove, PA

Full-time - Mid Level

Onsite - Pine Grove, PA

Fabricated Metal Product Manufacturing

About the position

The Client Service Specialist at Solar Innovations is responsible for managing customer inquiries and service requests, ensuring a high level of customer satisfaction through effective communication and problem-solving. This role involves technical assistance, project management, and collaboration with various departments to resolve customer issues related to installation and warranty services.

Responsibilities

• Answer a high volume of incoming customer calls and emails, actively listening to identify and own customer issues with urgency 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 installation and field service.
• Approve all field service install requests before they go to the customer.
• Support legal claims as needed.
• Cross-train to support service and install operations.

Requirements

• 3 - 5 years of customer service experience required, preferably within the service/warranty or customer experience fields.
• Ability to maintain a high level of professionalism and communication skills (email & phone etiquette).
• Strong computer skills, particularly in Microsoft Word and Excel.
• Ability to build and maintain customer relationships.
• Must be able to read and interpret blueprints for part identification and installation requirements.
• Experience with AutoCAD for interpreting information.
• Strong organizational skills for file and data collection.
• Ability to recognize and report trends in services.
• Experience with window and door enclosures.
• Must have a clean driver's license.
• Ability to travel occasionally.

Nice-to-haves

• Experience in a design-build organization within the construction and/or building materials industry.
• Ability to be assertive and work with a sense of urgency.
• Experience in customer service support for Level 1 and Level 2 service & warranty inquiries, particularly with the Veris product line.

Benefits

• Health insurance
• 401(k)
• Adoption assistance
• 401(k) matching