Digital Customer Support Representative

Window Nation • Fulton, MD

4d • Onsite

About The Position

Window Nation is seeking a Digital Customer Support Representative to be the voice of their brand across social media, online review platforms, and other digital channels. This role involves engaging directly with customers and prospects, celebrating positive experiences, addressing concerns with empathy and professionalism, and ensuring every interaction reflects the company's commitment to exceptional service. Working closely with the Brand Reputation Manager, the representative will play a key role in protecting and enhancing Window Nation's online reputation while providing valuable customer insights that help improve the business.

Requirements

• High school diploma, GED, or equivalent
• Two or more years of customer service, retail, hospitality, or similar customer-facing experience
• Strong written and verbal communication skills
• Commitment to professionalism, accountability, and continuous improvement

Nice To Haves

• Two or more years moderating online communities or responding to customers through digital channels
• Experience using social media management platforms such as Sprout Social or HubSpot
• Experience with CRM platforms such as Salesforce
• Working knowledge of Microsoft Excel or similar spreadsheet applications

Responsibilities

• Respond promptly and professionally to customer reviews, comments, and messages across social media and online review platforms.
• Represent the Window Nation brand with a friendly, authentic, and solution-focused voice.
• Identify customer concerns, escalate issues to internal partners, and follow them through to resolution.
• Monitor response timelines and ensure service-level expectations are consistently met or exceeded.
• Maintain accurate business listings and account information across digital platforms.
• Share customer feedback and trends with internal teams to support continuous improvement.
• Assist with creating and publishing engaging organic social media content.
• Support customer incentive and recognition programs.
• Contribute to additional marketing and brand reputation initiatives as needed.

Benefits

• Full benefits package including medical, dental, vision, life insurance, and 401(k)
• Paid time off
• Paid training from Day One
• Growth opportunities in a rapidly expanding company
• A supportive team culture where your work truly matters

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED