Customer Experience Representative
Universal Windows Direct
Handle inbound calls/emails, resolve issues, manage orders, service scheduling, and documentation.
9 days ago ago
$21 - $23
Junior (1-3 years)
Full Time
Bedford Heights, OH
Hybrid
Company Size
500 Employees
Service Specialisms
Custom Window Installation
Entry Doors
House Siding
Gutter Protection
Roofing
Attic Insulation
Sector Specialisms
Residential
Home Improvement
Custom Repair
Remodel
Role
What you would be doing
payments
account updates
customer support
data entry
service scheduling
retention
- Collects balances due, and posts payments to customers’ accounts.
- Updates records with all customer interactions, processes customer accounts and files documents related to customers file once resolved.
- Manages the entire customer inquiry, complaint, or concern from start to resolution. Asks probing questions to understand the customers concern, then selects and explains the best course of resolution, expedites corrections where needed, and follows up to ensure completion.
- Collects, enters, and verifies new/existing customer information, orders for new or additional products or services, account changes/updates, refunds, and exchanges.
- Oversees and coordinates the Service Technician’s calendar to schedule services for customers. This includes working directly with customers to determine service needs and availability.
- Participates in customer retention activities, escalating concerns to management when appropriate.
What you bring
crm
outlook
excel
high school
call center
escalation
- Experience managing multiple systems, resources, and screens simultaneously, and ability/experience with documenting conversations during phone calls very helpful.
- Positive attitude, self-motivated, follow through, and desire to assist customers.
- Consistent and reliable work attendance.
- High School Diploma or equivalent.
- Data entry: 1 year (Required)
- Knowledgeable about company products, warranties, and terms of sale.
- Excellent ability to communicate both verbally (over the phone) and in writing (via email, within the customer service software, etc.).
- Previous experience handling escalated customer concerns required.
- Call center: 1 year (Required)
- Ability to work independently and as a team.
- Ability to remember, or use resources, to follow communication procedures, scripts, guidelines, and policies.
- Excellent computer skills including experience with CRM systems, Microsoft Outlook, Word, Excel, and Teams.
- Experience in a call center environment viewed favorably.
- Ability to manage high volume of incoming calls, balancing efficiency with providing high quality customer service.
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
Company
Overview
- Founded with a vision to offer top-notch home improvement solutions that enhance comfort and value.
- Specializes in energy-efficient windows, doors, and siding, improving both aesthetics and efficiency.
- Has grown into a leading provider of replacement windows and exterior home solutions across multiple states.
- Focuses on providing a seamless customer experience, with a dedication to quality craftsmanship and service.
- Known for offering a wide range of customizable products to suit any home design or budget.
- Regularly delivers projects that significantly boost energy efficiency and curb appeal for homeowners.
- We believe in delivering superior customer service and creating long-term relationships built on trust.
- We focus on quality and efficiency with every product and service we provide.
- Integrity is the foundation of all our business decisions and interactions.
- Our team is passionate, hardworking, and driven to make a positive impact on the lives of our customers.
- We constantly strive for innovation and improvement in our products, services, and operations.
- We provide an outstanding work environment where every employee is valued and encouraged to grow.
- Committed to energy efficiency and environmentally friendly practices.
- Offers Energy Star® rated products to reduce energy consumption in homes.
- Focuses on sustainable manufacturing processes with recyclable materials.
- Aims to reduce its carbon footprint by providing energy-saving products for homeowners.
- No specific net-zero target date or detailed sustainability goals are listed.
- No specific DEI strategy or gender-related statistics are listed on the website or LinkedIn.
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