461CSS - Customer Service Specialist

Description

Our Company’s Story:

242CSS - Customer Service Specialist

Capital Heights, MD

Our Company’s Story:

Founded in St. Petersburg, Florida in 1978, we are celebrating 45 years of leadership and innovation in the sheet metal and aluminum rainware manufacturing and contractor direct industry. Spectra Gutter Systems moved to Atlanta in 1992 and transformed our manufacturing and distribution organization from a small regional supplier into what we now enjoy as a dominant market present in the premier manufacturing and distribution of painted gutter rainware products in North America.

Spectra Gutter Systems has over 35 manufacturing and distribution facilities nationwide to service customer needs and raise the profitability of our partners’ businesses. 

Our Core Values:

1. Stewardship
2. Integrity
3. People-Centric
4. Innovation
5. Servantship 

Your Seven Pillars for Success:

1. Safety: Our unwavering mission is to prioritize the safety and well-being of our employees, customers, and the communities we serve. We are committed to fostering a culture of vigilance, continuous improvement, and shared responsibility to safety. Via robust safety practices, education, and innovation, we strive to create environments where everyone can thrive without compromising safety.
2. Quality Assurance: It is our desire to uphold the highest standards of quality in all aspects of our business. We are committed to providing products/services that exceed expectations, promote continuous improvement, and ensure the satisfaction and trust of our people and customers alike. Through innovation, rigorous testing, and a relentless pursuit of excellence, we aim to be synonymous with unparalleled quality in every fiber of our operations.
3. Inventory: Our mission is to achieve seamless inventory management that optimizes efficiency and exceeds expectations. We are dedicated to maintaining precise control over stock, employing innovative technologies, and implementing strategic practices to ensure timely delivery, reduce waste, and enhance overall operational excellence. Our commitment is to meet customer demands with accuracy and reliability, positioning us as the leader in effective inventory solutions within our industry.
4. Customer Service Experience and Customer Business Growth: Our commitment is to build lasting relationships with our customers, by placing them at the heart of everything we do. We are dedicated to creating an unparalleled customer service experience through attentive, personalized, and timely support. Through a culture of empathy, proactive communication, and relentlessness to always improve, we strive to exceed customer expectations with each interaction.
5. Meeting Location-based Goals: Our success is measured by the fulfillment of our goals and the enduring impact we create in the realms of our vision and mission. Through a combination of dedication, collaboration, adaptability, strategic planning, and a relentless pursuit of excellence, we aim to not only meet but exceed our objectives.
6. Personnel Management: Our mission is to empower and inspire our teams. We strive to do this by attracting, developing, and retaining top talent through fostering a culture of respect, professional growth, and inclusivity. Via strategic leadership, transparent communication, and ongoing support/development, our goal is to create an environment where every individual can thrive and contribute their best to the success of our collective endeavors.
7. Financials: Our financial goal is to ensure sustainable growth and prosperity within our organization. This is achieved through sound fiscal management, transparency of reporting, and strategic investments. Through prudent financial planning, risk mitigation, and continuous optimization, we will continue to meet our financial objectives and secure the long-term financial health of the organization.

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Summary:

The Customer Service Specialist is responsible for delivering outstanding support and service to our customers. In this role, you will act as the primary point of contact—responding to inquiries, resolving issues, and ensuring a positive and seamless customer experience. You will build strong product knowledge, troubleshoot concerns, manage orders, and actively contribute to customer satisfaction and retention.

This position also includes opportunities to support sales-related initiatives, such as ensuring customers are purchasing the full product offering, identifying new business opportunities, and maintaining ongoing relationships with existing accounts.

Key Responsibilities

Customer Support & Service

• Serve as the main point of contact for customer inquiries via phone, email, or other communication channels
• Actively listen to customers, assess needs, and provide accurate and timely solutions
• Troubleshoot and resolve customer complaints or technical issues
• Maintain a professional, positive, and customer-focused attitude in all interactions
• Accurately document customer interactions and resolutions in the system

Product & Process Knowledge

• Develop a strong understanding of company products, services, policies, and processes
• Assist customers with order processing, product guidance, and service support
• Identify opportunities to improve internal processes and enhance the customer experience

Sales Support & Relationship Building

• Ensure customers are purchasing the appropriate product mix based on their needs
• Identify and pursue new business opportunities within existing and potential customer accounts
• Support upselling and cross-selling efforts to drive additional revenue
• Maintain strong, long-term relationships through exceptional service
• Help strengthen customer loyalty and retention

Minimum Qualifications

• High school diploma or GED required
• 1–2 years of customer service experience (call center, retail, administrative support, or similar roles)
• Basic computer proficiency, including ability to work in CRM systems and Microsoft Office
• Strong written and verbal communication skills
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously

Required Skills & Competencies

• Customer service mindset – strong desire to help customers and provide outstanding support
• Active listening skills – ability to understand customer needs and respond appropriately
• Problem-solving abilities – capable of assessing issues and offering effective solutions
• Professional communication – clear, courteous, and confident communication with customers
• Attention to detail – accuracy in documenting interactions and processing orders
• Adaptability – comfortable learning new systems, products, and procedures
• Team collaboration – able to work effectively with internal teams (sales, operations, etc.)
• Time management – ability to prioritize and meet deadlines
• Sales awareness – comfortable identifying upsell opportunities and supporting business growth