Customer Service Coordinator

Summary: Schedules repair/maintenance calls for Window & Door products. Provides exceptional customer service by effectively performing the following duties:

Essential Duties and Responsibilities:

• Professionally answers incoming customer requests for service by phone and or email.
• Schedules available Service Technicians in NY and or CT areas through effective time management and organizational skills.
• Manages difficult or emotional customer situations respectfully and professionally and responds promptly to customer needs and requests for service and assistance.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Examines pertinent information to determine the accuracy of customer issues and to determine responsibility for resolution.
• Confers with management to recommend changes in order to avoid recurring customer issues.
• Determines charges for requested service.
• Confers with department supervisors to determine status of assigned projects.
• Orders replacement parts and issues credits for the Company as needed.
• Expedites operations that delay schedules and alters schedules to meet unforeseen conditions.
• Resolves issues concerning billing or services rendered.
• Work together to accomplish department goals with a team of other Customer Service Representatives.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: High school diploma or general education degree (GED); or 2+ years related call center/service experience and/or training; or equivalent combination of education and experience.

Communication Skills: Ability to read and comprehend basic instructions, short correspondence, and memos in English. Ability to communicate in a business professional manor. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills: Ability to perform basic mathematical calculations including addition, subtraction, multiplication, division and percentage calculations. Ability to perform these operations using units of money and weight measurement, volume, and distance. Understanding of the metric system reading tape measure increments as necessary.