Customer Service Representative II
About The Position
At Forte Opening Solutions, we don't just manufacture doors; we create pathways to possibilities. We empower our employees to shape the future of our industry. Join a team where craftsmanship meets cutting-edge technology, and where your ideas can open new doors. Together, we build not just products, but a culture of excellence and collaboration. The CSR Level 2 is a mid-level position within customer service and provides daily customer support through phone and e-mail to resolve customer questions and concerns, stepping in to further resolve escalated issues. This position is primarily in office, with limited flexibility for remote work as approved and based on business needs. These roles require in-person participation for activities that benefit from physical presence, including team alignment, hands-on tasks, training, customer needs, and cross-department coordination.
Requirements
- High school education required
- Minimum 2-4 years of previous experience in customer service.
- Must be flexible to work overtime as required at the discretion of the company
Nice To Haves
- Associate Degree or higher preferred
- Relevant experience in manufacturing, call center or building supplies industry preferred
Responsibilities
- Answer incoming phone calls professionally and maintain phone metrics and KPIs.
- Provide concierge-level service to assigned top-level Forte A accounts.
- Resolve customer requests including samples, order documents, inquiries, and account updates.
- Demonstrate strong knowledge of product complexity and e-tools.
- Execute proper internal escalation when needed.
- Build professional relationships with customers and Territory Sales Managers.
- Ensure timely and thorough issue resolution.
- Handle stressful situations and difficult customers calmly and professionally.
- Research, document, and resolve customer complaints of medium to high complexity.
- Assist with basic DoorBuilder estimating and order entry questions.
- Collaborate with team members to share knowledge.
- Maintain phone and email quality evaluation scores of 90% or higher.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
