Customer Service Representative- Retail

Springs Window Fashions•Clinton Township, PA

About The Position

Springs Window Fashions is seeking a Customer Service Representative to provide professional, accurate, and customer-first support to retail customers and consumers. The role handles a high volume of inbound inquiries by phone, email, text or chat, and social media; it does not involve sales or cold calling. The representative responds to pre-sales product questions, helps customers select appropriate products, and processes sample swatch orders, quotes, and new product orders. The role also provides post-sales support, order tracking, troubleshooting, order adjustments, repair and replacement requests, remake orders, and customer credit requests. The representative maintains detailed interaction records, follows company service and documentation procedures, and collaborates with sales, production, and shipping teams to resolve customer needs. Performance expectations include responsiveness, accuracy, and customer satisfaction. Associates receive paid comprehensive training on products, accounts, and systems and are assigned a Success Coach to support performance understanding and career development. The expected annual base/hourly wage is $17.50 per hour. Starting pay may vary based on factors such as geography or market, skills, education, experience, and other qualifications. The position is eligible for an annual bonus of up to 5%.

Requirements

Strong written and verbal communication, active listening, and a professional, approachable demeanor.
Ability to build rapport and maintain positive customer relationships, 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 such as Microsoft Office, CRM systems, and 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.
Dependability, reliability, a consistent work ethic, and commitment to attendance, performance, and service expectations.
Ability to work on a computer for extended periods.
Ability to navigate multiple systems and screens simultaneously while assisting customers.
Ability to manage a high volume of customer interactions throughout the day.
Ability to maintain focus and accuracy during repetitive tasks such as order entry and updates.

Responsibilities

Handle high volumes of inbound customer inquiries professionally and courteously by phone, email, text or chat, and social media; no sales or cold calling.
Provide accurate information and ensure customer interactions meet company standards for service quality and responsiveness.
Answer pre-sales questions about products, specifications, pricing, availability, and usage, and guide customers through product selection by clarifying needs and recommending suitable solutions.
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-sales support, resolve issues, and serve as a primary contact for order-related questions and concerns.
Monitor and communicate order progress, shipment details, delivery timelines, delays, or changes, and offer solutions when appropriate.
Troubleshoot product- and order-related issues using established guides and resources, identify root causes, provide solutions, and escalate complex or unresolved issues as needed.
Process replacement parts orders, repair requests, and remake orders related to defects, damage, or errors in accordance with company policies and procedures.
Review and process customer credit requests, investigate discrepancies, document matters for approval, and communicate resolutions professionally.
Maintain accurate and 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.

Benefits

Medical insurance
Dental insurance
Vision insurance
401(k) retirement plan with up to 5% company match of eligible contributions
Life insurance
Long-term disability insurance
Short-term disability insurance
Paid sick time meeting or exceeding applicable local requirements
Paid vacation time, prorated for the current year based on start date
Paid holidays
One paid volunteer day off per year
Annual bonus of up to 5%
Paid comprehensive training on products, accounts, and systems
Success Coach to support performance understanding and career path opportunities