Regional Service Lead

Window Nation • Fulton, MD

8d

About The Position

Delivering the best customer experienced through service! This role is responsible for the customer journey after install to assist customers with their questions and inquiries on our product, to include troubleshooting issues, provide updates on service-related requests and appointments and whatever else they may need! The Regional Service Lead is caring and compassionate, enthusiastic, solutions-oriented and committed to providing outstanding service to our customers.
It is important that the Regional Service Lead maintain a positive and upbeat demeanor when interacting with customers. Empathize with them, and give every issue, no matter how trivial or complex, the same level of attention.
You will be provided with training that will include product knowledge and the ability to provide exceptional customer-centric experiences at Window Nation.

Requirements

• At least 4 years of Customer Service experience to include call centers, customer care centers or help desks.
• Experience working in a CRM system or other customer tracking software.

Nice To Haves

• Ability to handle difficult conversations with a high level of empathy and integrity.
• Ability to become proficient on trouble shooting windows to provide excellent customer experience.
• Experience in Dynamics 365.
• Proficient in Microsoft Office.
• Excellent interpersonal and communication skills.
• Outstanding written communication skills.
• Comfortable working in a high-volume role.
• Demonstrated ability to prioritize tasks and manage time efficiently.

Responsibilities

• A true passion for customers and delivering the best possible service.
• Ability to engage, listen and resolve customer issues and deliver highly personalized and unique customer experience.
• Be your customers’ one point of contact throughout their journey post installation.
• Be responsive to all inquiries via telephone, email, and chat.
• Be courteous and empathetic to the customers, windows are a big investment!
• Perform research to answer customers inquiries and requests.
• Promptly schedule services when we have the information, parts and/or product ready.
• Demonstrate sound understanding of our products.
• Work with external vendors to ensure that product, parts, and service are delivered with sense of urgency to meet the customer’s needs.
• Keep the customer, and their account, updated.
• Meet quantitative performance metrics.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed