Customer Service Representative Horizons

Description

The Best Experience Company:

Our tagline is "The Best Experience Company." More than just a set of words, it represents the essence of who we are at Springs Window Fashions. As North America's premier window covering company, we're committed to creating the Best Experience for our associates, customers, business partners, and communities. We want you to join our team of passionate self-starters who believe the world is full of Best Experience opportunities. So, if you're excited about the thought of a Best Experience career with a team focused on creating Best Experiences for all, we want to hear from you!

Customer Service Team:

At Springs Window Fashions, our friendly and talented customer service team consists of dedicated individuals motivated by their passion for service and providing the best experience for our customers and consumers. All Customer Service Representatives are assigned a Success Coach to aid in understanding performance and career path opportunities for continued growth and advancement. Associates also receive paid comprehensive training on products, accounts, and systems.

Key Objectives and Responsibilities:

Inbound Customer Support (No Sales / Cold Calling):

• Handle a high volume of inbound customer inquiries in a professional and courteous manner via phone, email, text/chat or social media
• Provide accurate information while maintaining a strong customer-first mindset
• Ensure all interactions reflect company standards for service quality and responsiveness

Pre-Sales Assistance:

• Respond to customer questions regarding products, specifications, pricing, availability, and usage based on internal support resources
• Guide customers through product selection by clarifying needs and recommending appropriate solutions
• Utilize internal resources to provide timely and accurate information
• Process customer requests including:

o Entry of sample swatch orders

o Preparation and entry of quotes

o Entry of new product orders

• Verify order details for accuracy, including pricing, specifications, and delivery requirements
• Communicate clearly with customers regarding timelines, product options, and next steps

Post-Sales Assistance:

• Provide ongoing support after the initial purchase to ensure customer satisfaction and issue resolution
• Serve as a primary point of contact for order-related questions and concerns

Order Status & Tracking:

• Monitor and provide updates on order progress, shipment details, and delivery timelines
• Proactively communicate delays or changes to customers and offer solutions when needed

Troubleshooting & Issue Resolution:

• Assist customers with product or order-related issues using established troubleshooting guides and resources
• Identify root causes of problems and guide customers through appropriate solutions
• Escalate complex or unresolved issues to appropriate departments as necessary

Order Adjustments & Processing:

• Replacement parts orders
• Repair requests
• Remake orders due to defects, damage, or errors
• Ensure all entries are accurate and align with company policies and procedures

Credits & Adjustments:

• Review and process customer credit requests in accordance with company guidelines
• Investigate discrepancies and ensure proper documentation for approvals
• Communicate resolutions clearly and professionally to customers

General Responsibilities Across All Areas:

• Maintain accurate and detailed records of all customer interactions in internal systems
• Follow company procedures, service standards, and documentation requirements
• Collaborate with internal teams (sales, production, shipping) to resolve customer needs
• Meet performance expectations related to response time, accuracy, and customer satisfaction

The annual base/hourly wage for this position is reasonably expected to be $17.50 an hour. Factors which may affect starting pay may include geography/market, skills, education, experience and other qualifications of the successful candidate.

This position is eligible for an annual bonus as well of up to 5%.

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan with up to 5% company match of eligible contributions, life insurance, long-term disability insurance, short-term disability insurance, paid sick time at an amount that meets or exceeds all local requirements, paid vacation time (pro-rated for the current year based on start date), paid holidays per year, and one paid volunteer day off per year.

Requirements

Qualifications:

• Strong customer communication skills, including clear written and verbal communication, active listening, and a professional, approachable demeanor
• Ability to build rapport and maintain positive relationships with customers, demonstrating empathy, patience, and a customer-first mindset
• Problem-solving and analytical skills to assess customer needs, identify issues, and determine appropriate solutions efficiently
• Proficiency in basic computer applications (e.g., Microsoft Office, CRM systems, order entry tools) with the ability to learn new systems quickly
• Ability to multitask and manage competing priorities in a fast-paced customer service environment while maintaining accuracy
• Dependable and reliable, with a consistent work ethic and commitment to meeting attendance, performance, and service expectations

Requirements:

• Ability to work on a computer for extended periods of time
• Ability to navigate multiple systems/screens simultaneously while assisting customers
• Occasional need to reach, bend, or lift light office materials (typically under 10-15 lbs)
• Ability to manage a high volume of customer interactions throughout the day
• Maintain focus and accuracy while performing repetitive tasks (e.g., order entry, updates)

How We Work to Deliver a Best Experience: Our Culture

• Our Core Value: We do the right thing, always
• Our Seven Cultural Behaviors

o Empowerment - We trust our people.

o Ownership - We take 100% responsibility for our roles actions, and results.

o Leadership - We all lead by example and talk direct with respect (DWR).

o One Team - We are One Springs Team.

o Customer First - We consider our customers'' needs before every decision.

o Continuous Innovation - We are constantly learning, innovating, and improving.

o Speed - We define priorities and operate with a sense of urgency and agility.