Customer Service Representative- Dealer

Springs Window Fashions•Clinton Township, PA

4d•Onsite

About The Position

The Best Experience Company: Our tagline is “The Best Experience Company.” More than just a set of words, it represents the essence of who we are at Springs Window Fashions. As North America’s premier window covering company, we’re committed to creating the Best Experience for our associates, customers, business partners, and communities. We want you to join our team of passionate self-starters who believe the world is full of Best Experience opportunities. So, if you’re excited about the thought of a Best Experience career with a team focused on creating Best Experiences for all, we want to hear from you! Customer Service Team: At Springs Window Fashions, our friendly and talented customer service team consists of dedicated individuals motivated by their passion for service and providing the best experience for our customers and consumers. All Customer Service Representatives are assigned a Success Coach to aid in understanding performance and career path opportunities for continued growth and advancement. Associates also receive paid comprehensive training on products, accounts, and systems.

Requirements

Strong customer communication skills, including clear written and verbal communication, active listening, and a professional, approachable demeanor
Ability to build rapport and maintain positive relationships with customers, demonstrating empathy, patience, and a customer-first mindset
Problem-solving and analytical skills to assess customer needs, identify issues, and determine appropriate solutions efficiently
Proficiency in basic computer applications (e.g., Microsoft Office, CRM systems, order entry tools) with the ability to learn new systems quickly
Ability to multitask and manage competing priorities in a fast-paced customer service environment while maintaining accuracy
Dependable and reliable, with a consistent work ethic and commitment to meeting attendance, performance, and service expectations
Ability to work on a computer for extended periods of time
Ability to navigate multiple systems/screens simultaneously while assisting customers
Occasional need to reach, bend, or lift light office materials (typically under 10–15 lbs)
Ability to manage a high volume of customer interactions throughout the day
Maintain focus and accuracy while performing repetitive tasks (e.g., order entry, updates)

Responsibilities

Handle a high volume of inbound customer inquiries in a professional and courteous manner via phone, email, text/chat or social media
Provide accurate information while maintaining a strong customer-first mindset
Ensure all interactions reflect company standards for service quality and responsiveness
Respond to customer questions regarding products, specifications, pricing, availability, and usage based on internal support resources
Guide customers through product selection by clarifying needs and recommending appropriate solutions
Utilize internal resources to provide timely and accurate information
Process customer requests including: Entry of sample swatch orders, Preparation and entry of quotes, Entry of new product orders
Verify order details for accuracy, including pricing, specifications, and delivery requirements
Communicate clearly with customers regarding timelines, product options, and next steps
Provide ongoing support after the initial purchase to ensure customer satisfaction and issue resolution
Serve as a primary point of contact for order-related questions and concerns
Monitor and provide updates on order progress, shipment details, and delivery timelines
Proactively communicate delays or changes to customers and offer solutions when needed
Assist customers with product or order-related issues using established troubleshooting guides and resources
Identify root causes of problems and guide customers through appropriate solutions
Escalate complex or unresolved issues to appropriate departments as necessary
Process replacement parts orders, repair requests, and remake orders due to defects, damage, or errors
Ensure all entries are accurate and align with company policies and procedures
Review and process customer credit requests in accordance with company guidelines
Investigate discrepancies and ensure proper documentation for approvals
Communicate resolutions clearly and professionally to customers
Maintain accurate and detailed records of all customer interactions in internal systems
Follow company procedures, service standards, and documentation requirements
Collaborate with internal teams (sales, production, shipping) to resolve customer needs
Meet performance expectations related to response time, accuracy, and customer satisfaction