Customer Service Rep (Call Center) (Venice, FL)
About The Position
The Customer Service Representative plays a key role in delivering a positive customer experience by resolving warranty inquiries, coordinating service solutions, and ensuring clear, timely communication from first contact through resolution. The role supports builders, contractors, and homeowners and partners with internal teams to achieve quality outcomes. The position involves communicating with customers by phone and email, managing warranty claims and service requests, coordinating field service technician schedules, and communicating service timelines and expectations. The representative works with Field Service, Sales, Leadership, and Engineering in a fast-paced, customer-focused environment that requires flexibility and professionalism. The position is onsite at 3400 Precision Dr., North Venice, FL 34275, with a Monday–Friday schedule from 8:00 a.m. to 4:30 p.m.
Requirements
- High school diploma or equivalent required.
- Ability to communicate clearly, professionally, and empathetically with customers via phone and email.
- Ability to assess customer concerns, determine appropriate next steps, and drive resolution.
- Strong attention to detail when managing requests, documentation, and follow-ups.
- Ability to manage multiple requests and meet deadlines in a fast-paced environment.
- Ability to work effectively with cross-functional teams.
- Ability to handle sensitive situations, payments, and customer data responsibly.
Nice To Haves
- Two to three years of previous customer service experience preferred.
- Customer service experience in manufacturing, building materials, or construction-related environments is a plus.
- Experience with windows, millwork, or warranty processes is helpful but not required.
Responsibilities
- Resolve customer warranty inquiries and coordinate service solutions from initial contact through resolution.
- Communicate clearly, professionally, and empathetically with customers by phone and email.
- Assess customer concerns, determine appropriate next steps, and drive issues toward resolution.
- Validate and process warranty claims efficiently.
- Coordinate schedules with field service technicians across assigned regions and ensure technicians are prepared for service visits.
- Communicate service timelines and expectations to customers.
- Manage requests, documentation, follow-ups, and payments accurately.
- Collaborate with Field Service, Sales, Leadership, Engineering, and other internal teams to resolve customer issues.
- Provide internal partners with complete and timely information to support resolution.
- Meet service commitments, quality standards, and customer expectations while managing changing priorities.
Benefits
- 401(k) retirement plan with company match
- Paid time off and paid holidays
- Three comprehensive medical plan options
- Prescription drug coverage
- Dental insurance
- Vision insurance
- Teladoc virtual healthcare services
- Employee Assistance Program
- Annual Wellness Clinic
- Company-paid life insurance
- Voluntary life insurance
- Company-paid short-term disability
- Company-paid long-term disability
- Supplemental hospital indemnity insurance
- Critical illness insurance
- Accident insurance
- Tuition reimbursement program
- Legal insurance
- Identity theft protection
- Pet insurance
- Team member discount program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
