The Role
Serves as the primary contact for current and former customers after installation. Handles inbound calls, chats, and emails; triages issues; coordinates with support teams; documents customer interactions; uploads relevant documents; and works toward timely, empathetic resolutions that improve customer satisfaction.
Summary Generated by Built In
One Goal, One Passion - Growth is Everything at Window Nation
Recruiting the best talent is one of Window Nation's main goals. With growth always being our number one priority, we're committed to finding and keeping the best employees possible. We want you to be your authentic self, we want you to love what you do, we want you to grow with us. Grow professionally and grow personally. We know that we all grow together at Window Nation, and we are proud of that. One Goal, One Passion - Growth is Everything at Window Nation.
The Customer Experience Admin is the first point of contact and facilitator of communication for any current and former Window Nation customer. This person will work closely with our valued customers and our Customer Excellence Team to provide timely resolutions to customers' needs. The Customer Experience Admin is empathetic, compassionate, enthusiastic, and committed to providing outstanding service to our customers.
Core Role Responsibilities
- Handles post-installation customer communications, triaging inbound phone calls, chat, and emails to drive a one-call resolution environment.
- Review and action email correspondence appropriately ensuring all communication from customers is being addressed swiftly to assist both the customer and company, leading to faster resolutions and an elevated level of customer satisfaction.
- Liaise between Window Nation's post-installation customers and support teams.
- Enter data and upload documents accurately into systems related to customer interactions to ensure that all details are accurately documented to resolve customer needs.
- Operate with empathy and courtesy toward consumers and colleagues in all interactions to serve the goals of the organization and provide outstanding customer experience.
Basic Qualifications
- High school Diploma, GED or equivalent required.
- 1+ years of Customer Service experience to include call centers, customer care or help desks.
Preferred Qualifications
- Experience working with a CRM system or other customer tracking software.
- Experience working with Microsoft Suite products.
- Ability to organize multiple activities with minimal supervision.
- Demonstrated success in deadline-driven environment.
- Customer-centric mindset
- Strong attention to detail.
- Ability to communicate with customers with a high level of empathy and understanding, at times deescalating when needed.
Window Nation cultivates a culture of inclusion that respects our employees' individual strengths, views, and experiences. We believe our differences make us a better team – one that makes good decisions, drives innovation, and delivers better business results.
At this time, Window Nation is unable to provide sponsorship for employment visas now or in the future. Candidates must be authorized to work in the United States on a permanent basis without the need for current or future visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.
Skills Required
- High school diploma, GED, or equivalent
- At least 1 year of customer service experience, including call center, customer care, or help desk experience
- Experience working with a CRM system or customer tracking software
- Experience working with Microsoft Suite products
- Ability to organize multiple activities with minimal supervision
- Demonstrated success in a deadline-driven environment
- Customer-centric mindset
- Strong attention to detail
- Ability to communicate empathetically with customers and de-escalate situations when needed
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The Company
What We Do
Window Nation sells and installs replacement windows and doors for homeowners, with customizable styles and products tailored to home needs. Its services include professional installation and trained exterior design consultants who help customers choose suitable options. The company emphasizes energy-efficient products and customer relationships, serving the residential repair and remodeling market across communities in the United States through a growing network of showrooms.
