Window Nation, LLC Customer Service Representative in Fulton, Maryland
Window Nation, the 5th largest home remodeler in the country, is experiencing explosive growth in ALL areas. As we look to further disrupt our industry we are currently searching for a Service and Warranty Agent based out of Fulton, MD. This person will work closely with our valued customers and be responsible for providing timely and effective responses to the customer's needs. The Service and Warranty Agent will work with a sense of urgency, attention to detail and promote a professional and pleasant experience for all involved.
Primary Job Functions
Ensure all incoming phone calls are answered within 4 rings or less, calls are followed-up on consistently and notes are put into the system for future reference, as well as send verification emails to everyone we cannot reach by phone
Call customers whose warranties are about to expire (AWS program) and explain expiring labor warranties to collect appropriate payment
Oversee online chat as needed
Maintain warranties in 360 to ensure which services are chargeable and which are not, as well as closeout completed projects in the necessary databases
Verify installations as well as service and warranty requests by phone within 3 days of the project being completed via outbound calling to the customer
Maintain lines of communication with all vendors as well as processing, tracking and approving vendor quotes and payments
Handle customer complaints swiftly, with customers being updated on the progress of their issue throughout every step of the process
What We Want (Requirements)
Education and Experience
High School Diploma or equivalent
Call center experience, especially with customer service is a plus
Experience with Microsoft Excel, 360, GQ Dashboard and understanding of how Service and Warranty works
All qualified applicants will receive consideration for employment without regard to the individual's race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.