Customer Support Specialist

$33,280 - $41,600/Yr

Champion Windows - Kansas City, KS

Full-time

Kansas City, KS

Specialty Trade Contractors

About the position

The Customer Support Specialist at Champion Windows is responsible for addressing customer support concerns, including scheduling warranty appointments, ordering parts, and maintaining customer records throughout the installation and service process. This is an on-site position that requires effective communication and multitasking skills to ensure customer satisfaction.

Responsibilities

• Answer incoming customer experience support concerns including promptly returning messages via phone, text and email
• Make outbound calls to customers to provide updates on installation and service status
• Schedule warranty appointments for the Service Department
• Enter and maintain all customer records and job-related information into CRM Database
• Provide work orders to Service Measure Tech daily
• Audit orders for accuracy after confirmation is uploaded
• Generate and distribute Uninstalled and Accounts Receivable reports prior to scheduled meeting
• Provide support for PSG/CSC for assigned division(s)
• Manage routine customer concerns and help facilitate escalated customer concerns and ensure timely resolution
• Process electronic credit card and check payments
• Assist with receiving product(s) in CRM Database and/or F&O
• Support division(s) in Accounts Receivable collections and management
• Other duties as assigned

Requirements

• High school diploma or GED equivalent
• 5 years customer support experience preferred
• Experience in the home improvement industry a plus
• Must be service-oriented team player with a high energy level; capable of multi-tasking, self-direction and working well with others
• Able to communicate clearly both verbally and in writing; customer service/multi-phone line experience helpful
• Excellent work ethic, solid attendance record and attention to detail
• Excellent written and oral communication skills including phone skills