CS: Representative, Customer Service I

The Overhead Door•Lewisville, TX

5d•Hybrid

About The Position

The Level 1 Customer Service Agent is responsible for providing professional, knowledgeable, and solution-focused support to customers regarding Genie and Overhead Door residential garage door opener products and related services. This role assists customers with product programming, installation guidance, operation, maintenance, troubleshooting, warranty, account, order, billing, and general product-related inquiries. Agents are responsible for accurately collecting and documenting customer and product information, following established call flows and procedures, processing orders when appropriate, and identifying opportunities to improve the customer experience. The position requires strong customer service, communication, problem-solving, technical troubleshooting, attention to detail, and data-entry skills, as well as the ability to learn and apply product knowledge in a fast-paced contact center environment.

Requirements

Previous customer service, contact center, technical support, retail, or related experience preferred.
Strong verbal and written communication skills.
Strong active listening, critical thinking, and problem-solving skills.
Ability to troubleshoot and explain technical product information to customers with varying levels of technical knowledge.
Ability to learn and retain product, system, policy, and procedural information.
Comfortable learning and working with residential garage door opener systems and related components.
Ability to navigate multiple computer applications and systems while assisting customers.
Strong data-entry and attention-to-detail skills with the ability to accurately document customer and product information.
Ability to accurately follow established call flows, procedures, and processes.
Ability to manage multiple tasks while maintaining accuracy and attention to detail.
Ability to de-escalate challenging customer interactions and remain professional under pressure.
Strong organizational and time-management skills with the ability to establish priorities and work with limited supervision.
Ability to work effectively both independently and as part of a team.
Ability to receive, apply, and respond positively to coaching and feedback.
Ability to maintain confidentiality when handling customer, payment, account, and other sensitive information.
High school diploma or GED preferred.
Equivalent combination of education, training, and relevant experience may be considered.

Responsibilities

Provide professional and knowledgeable customer service through telephone, email, chat, and other supported communication channels.
Assist customers with Genie and Overhead Door residential garage door opener programming, installation guidance, operation, maintenance, troubleshooting, and product application or compatibility questions.
Assist customers with basic questions related to residential garage door operation and the interaction between the garage door and garage door opener.
Ask effective probing questions to accurately identify customer needs and determine appropriate solutions.
Troubleshoot product and customer issues and provide clear, accurate instructions and explanations.
Educate customers on the correct and cost-effective use of company products.
De-escalate difficult or irate customer interactions and determine appropriate solutions to resolve concerns while maintaining a positive customer experience.
Respond to customer inquiries and complaints regarding company products, services, policies, warranties, orders, and billing.
Refer customers to dealers, other departments, or additional support resources when appropriate.
Explain and consistently apply company policies, procedures, warranty guidelines, and other applicable processes.
Create and maintain customer accounts using established procedures.
Accurately collect and verify customer information, including name, phone number, address, product model and serial information, purchase date, installation date, purchase location, and other information necessary to support the customer.
Verify and document product and customer information to ensure accurate troubleshooting, warranty support, order processing, and account records.
Follow established call flows, authentication procedures, and documentation requirements.
Accurately document customer interactions, resolutions, product concerns, and other relevant information in company systems.
Investigate and resolve customer order and billing inquiries.
Process orders for applicable products, accessories, and parts, including remotes, keypads, and other replacement or installation-related components.
Ensure orders are entered accurately and completely and follow established procedures to minimize order errors.
Convert appropriate customer inquiries into Furnish and Install sales by educating customers on applicable product features and benefits.
Educate customers on available products, accessories, and services based on their individual needs.
Refer customers to dealers or appropriate sales/support resources when additional assistance is required.
Develop and maintain knowledge of Genie and Overhead Door residential garage door opener products, accessories, controls, and related products, as well as applicable competitor products.
Maintain accurate documentation of recurring customer issues, product concerns, and trends.
Identify recurring issues or trends based on customer interactions and communicate relevant findings to leadership.
Provide feedback and recommendations regarding product improvements based on customer interactions and recurring issues.
Support communication between Customer Service, Product Management, Quality, and other internal teams by providing accurate customer and product feedback.
Participate in product, system, and process testing as requested and provide feedback regarding results.
Access, utilize, and provide feedback to support the continued development and accuracy of the internal knowledge base.
Navigate multiple computer applications and systems while actively assisting customers.
Participate in testing and troubleshooting with internal IT support and provide feedback regarding internal systems.
Meet established department performance expectations and key performance indicators, which may include quality, productivity, average handle time, handle/answer rate, schedule adherence, order accuracy, customer experience, and other applicable measures.
Follow established call flows, procedures, quality standards, and documentation requirements.
Participate in required training, coaching, meetings, and development activities.
Respond to communications and requests from leadership in a timely and professional manner.
Work independently while also contributing effectively as part of a team.
Maintain professional conduct and communication with customers, coworkers, leadership, and business partners.
Perform other job-related duties and responsibilities as assigned by management.
Maintain the confidentiality and security of customer, company, and employee information.
Handle customer payment information, account information, personally identifiable information, and other sensitive data in accordance with company policies, procedures, and applicable security requirements.
Follow established requirements related to customer authentication, payment processing, privacy, and information security.
Use company systems, equipment, and information only for authorized business purposes.
Meet established department expectations for attendance and schedule adherence.
Meet applicable quality, productivity, customer service, order accuracy, and other performance standards.
Maintain proficiency in company products, systems, policies, and procedures.
Follow established customer service, security, compliance, call flow, and operational procedures.
Accurately document customer interactions and maintain the integrity of customer and product information.
Participate fully in required training, coaching, meetings, and development activities.
Maintain professional conduct and communication with customers, coworkers, leadership, and business partners.