Customer Service Representative- Retail

Springs Window Fashions•Montgomery, PA

About The Position

Springs Window Fashions is hiring a Customer Service Representative for its customer service team. The role handles high volumes of inbound customer inquiries through phone, email, text/chat, and social media; it does not involve sales or cold calling. Representatives provide product and order support before and after purchase, aiming to deliver accurate, courteous, and responsive service. Associates receive paid comprehensive training on products, accounts, and systems and are assigned a Success Coach to support performance understanding and career growth.

Requirements

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

Responsibilities

Handle inbound customer inquiries professionally and courteously through phone, email, text/chat, and social media.
Answer questions about products, specifications, pricing, availability, and usage; help customers select appropriate products and solutions.
Use internal resources to provide timely and accurate information.
Enter sample swatch orders, prepare and enter quotes, and enter new product orders.
Verify order details, including pricing, specifications, and delivery requirements, and communicate timelines, options, and next steps to customers.
Provide post-purchase support, resolve issues, and serve as a primary contact for order-related questions and concerns.
Monitor order progress and provide shipment and delivery updates; proactively communicate delays or changes and offer solutions when needed.
Troubleshoot product- or order-related issues using established guides and resources, identify root causes, and escalate complex or unresolved issues as appropriate.
Process replacement parts orders, repair requests, and remake orders due to defects, damage, or errors, ensuring accurate entries that follow company policies and procedures.
Review and process credit requests, investigate discrepancies, document approvals, and communicate resolutions to customers.
Maintain accurate, detailed records of customer interactions in internal systems.
Follow company procedures, service standards, and documentation requirements.
Collaborate with sales, production, and shipping teams to resolve customer needs.
Meet performance expectations for response time, accuracy, and customer satisfaction.