Senior Customer Service Representative

Summary

The Customer Service department at our Baton Rouge office is looking internally for a Sr. Customer Service Representative to provide escalated and lead support to customer inquiries and team member questions. In order to be successful, you'll need to have customer service experience, sound knowledge of Window World processes and procedures, advanced computer skills and abilities, and excellent communication, and we'll provide the tools you need to succeed.

• Serve as a resource or Subject Matter Expert (SME) for other Customer Service team members and/or internal customers
• Handle escalated calls, resolving more complex customer issues in a one and done manner
• Answer incoming phone calls, email correspondence, and Hatch correspondence from customers and identify the type of assistance the customer needs (i.e. production, service, sales, auditing, collections, and/or other departments)
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Intervene with other department members on behalf of the customer to assist with resolving scheduling, installation, completion, service and other customer related issues
• Assist customers in understanding Window World policies and procedures such as warranty transfer fee, labor warranty, service fee and other applicable terms and conditions
• Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the customer
• Research complex issues across multiple documents and work with other departments to resolve customer issues and/or partner with others to resolve escalated issues
  
  Provide education and status on customer service related issues
• Assist with training related needs including new hire training, and any other continuing education training
• Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance
• Assist with any department related needs as requested by management

Required:

• High school diploma / GED (or higher)
• 2+ years of proven success dealing with customer complaints in a customer service or similar role
• 1+ years working in a call center setting
• 1+ years of Window World Customer Service Specialist experience
• Soft Skills: Organized, detail oriented, creative, proactive, personable, reliable, professional, and results driven
• Basic computer knowledge, skills and abilities:
  Familiarity with computer and Windows PC applications, Microsoft Office Suite applications (Word, Excel, PowerPoint, Access)
• Familiarity with other WW department workflows, processes and contacts
• Ability to work in-person during office hours:
  Monday - Friday, 8:00am - 5:00pm; 8405 Airline Hwy, Baton Rouge, LA 70815
• Currently employed by Window World

Preferred:

• 4+ years of customer service experience
• 2+ years of call center experience
• 2+ years of Window World Customer Service Representative (CSR) experience

• Salary Increase
• Job enrichment
• Gain leadership experience

Apply for our Sr. Customer Service Representative position before the application window closes.
Have questions? For more information speak with Alex Trejos, Customer Service Manager, at