Position Overview:

The Customer Service Representative is a key member of the customer service team, acting as the first point of contact for potential customers. This role plays an essential part in the success of Rite Window by scheduling in-home consultations and ensuring a positive experience for homeowners. You will work closely with the Call Center team, as well as the Marketing and Sales departments, to assist and qualify homeowners for their consultation appointments. This position requires excellent customer service skills, organizational abilities, and attention to detail.

Key Responsibilities:

• Promptly answer incoming calls in a polite, professional manner, utilizing the appropriate uniformed script.
• Outbound calling to leads generated through the CRM system to schedule consultations.
• Accurately schedule appointments following company protocol, confirming details such as date, time, location, and project information with the customer.
• Respond to customer emails and text messages received via the CRM system and Outlook.
• Clarify project scopes with homeowners, ensuring a clear understanding of their needs and educating them on services.
• Screen calls to determine if the project fits within our scope of work.
• Communicate job-related information and issues to department management.
• Educate customers about the variety of products and services offered by Rite Window.

Qualifications and Skills:

• High level of self-sufficiency and independence.
• Strong attention to detail and commitment to follow-through.
• Excellent organizational skills with the ability to manage multiple tasks effectively.
• Proficient in Microsoft Office; CRM experience is preferred but not required.
• Strong written and verbal communication skills; ability to work collaboratively with teams both internally and externally.
• Patience and active listening skills to understand and address customer needs.
• Motivated, with a go-getter attitude and a focus on results.
• Ability to follow scripts and adhere to call center procedures.

Additional Information:
This is a full-time position that requires working both independently and collaboratively within the department and across teams. The ideal candidate is someone who thrives in a fast-paced environment and is committed to delivering exceptional customer service at every touchpoint.