Customer Service Representative

Company overview

Founded in 2006, DreamLine is a leading provider of glass shower doors, enclosures and related accessories primarily through the e-commerce channel (both big box retail and marketplaces). DreamLine operates out of a 360,000 square foot facility in Warminster, PA with approximately 200 employees. DreamLine is part of the American Bath Group (“ABG”) family of brands – ABG is a private-equity backed, leading provider of bathware products sold through all major channels throughout North America.

About the Role:

The Customer Service Representative is responsible for resolving all of Dreamline’s requests sent by Dreamline vendors as well is responsible for managing customer queries and complaints. They will process orders, modifications, and escalate complaints across a number of communication channels. This essential position will be in contact with Dreamline’s Sales, Accounting, Account Management and Receiving teams. To do well in this role you need to be able to remain calm when customers are frustrated and have experience of working with computers.

Essential Duties & Responsibilities:

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions – Product training for up to 6 weeks provided by the company.
• Processing orders, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the Customer Service process.
• Responsible for ensuring all employees and visitors are always following Dreamline warehouse and safety code of conduct.
• The ability to explain how tasks were handled in different departments all while completing them correctly through our internal operating systems is a vital part of our day-to-day operations.
• Ensure customer satisfaction and provide professional customer support.
• Other duties as assigned

Qualifications:

• High school diploma, general education degree or equivalent.
• Ability to stay calm when customers are stressed or upset.
• Comfortable using computers.
• Experience working with customer support.

Dreamline is a proud Equal Opportunity employer, m/f/d/v.

Job Type: Full-time

Pay: $18.00 per hour

Expected hours: 40 – 45 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person
• Office

Work Location: In person