Customer Service Representative

FSLA Classification: Non-Exempt

Job Type: Full-Time

Supervisory Role: No

At Go-Glass, our Customer Service team is at the core of each interaction with our customers as they are the first line of contact. Whether assisting customers with scheduling a new appointment, taking payments, or simply answering a customer’s questions, our goal is to Make Every Interaction Count!

Job Summary:

We are looking for an enthusiastic individual to join our team. You should be polite, reliable, knowledgeable, and adaptable. You will be the liaison between our company and its current and potential customers. The successful candidate will be customer-focused, detail oriented, and efficient. You should be able to accept ownership for effectively solving customer issues, complaints, and inquiries, keeping customer satisfaction at the core of every decision and behavior.

Customer Service Representative will perform a variety of functions to assist customers who contact the company via phone, e-mail, or in-person. Many of these functions are sales-related including providing quotes, creating work orders, and processing low complexity invoices. In this position, other office functions tracking supplies, answering phones, and maintaining the customer showroom.

Responsibilities/Essential Functions

Perform a wide variety of office sales and administrative tasks including the following:

• Deliver a consistent and high-level of Customer Service to all Go-Glass customers through all forms of communications/interactions.
• Manage accounts receivables for the location in cooperation with the manager as needed.
• Answer the phone professionally and assist those customers promptly.
• Assist walk-in customers with questions, service requests, and product/service selection for low complexity home and auto products in a polite and professional manner.
• Accept payments and place customer orders in the computer system.
• Identify and work to resolve customers issues, but escalate issues to Manager as needed.
• Provide product and service information to customers.
• Research, identify, and resolve customer complaints using applicable software.
• Recognize, document, and alert the Office Manager of trends in customer calls.
• Follow-up customer calls where necessary.
• Learn Go-Glass' mission, core values, services, products, policies, and operational procedures.
• Follow all companywide standard operating procedures (SOPs).
• Maintain an organized filing system for sales, purchasing, administrative, and other documents.
• Maintain a clean and professional customer showroom.
• Other duties as assigned by at the discretion of management

Skills & Aptitudes

• High learning agility and willingness to self-educate.
• Exceptional interpersonal skills, Customer Service, active listening, and verbal and written communication, professional phone voice.
• Service-oriented and able to resolve customer grievances and diffuse possible tense situations.
• Proficient computer and typing skills with the ability to learn new software systems, and practices
• Ability to multi-task, set priorities and manage time effectively.
• Build an understanding of company products, services, and policies.
• Strong time management and decision-making skills.
• Adaptability and accountability.
• Ability to use/read a measuring device such as a tape measure.
• Excellent organizational skills and attention to detail.
• Proficient with Microsoft Office Suite and related software.
• This position does not require the training or supervising of others.

• High school diploma or equivalent required
• At least one year of Customer Service experience
• At least one year of administrative and clerical experience required.

Physical Demands:

The Customer Service Representative typically works in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office. Employee may encounter frequent interruptions throughout the workday. The employee is regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle, or feel, and to stand, walk, reach, bend or lift up to 20 pounds.

None, or minimum

Must be authorized to work in the United States

Go Glass provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

As assigned at the discretion of the Manager. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. This job description is subject to change at any time.