Regional Service Lead
Fulton, Maryland, United States of America
Full Time
2 weeks ago
Key skills
CRMCommunication
About this role
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.
Delivering the best customer experienced through service! This role is responsible for the customer journey after install to assist customers with their questions and inquiries on our product, to include troubleshooting issues, provide updates on service-related requests and appointments and whatever else they may need! The Regional Service Lead is caring and compassionate, enthusiastic, solutions-oriented and committed to providing outstanding service to our customers. It is important that the Regional Service Lead maintain a positive and upbeat demeanor when interacting with customers. Empathize with them, and give every issue, no matter how trivial or complex, the same level of attention. You will be provided with training that will include product knowledge and the ability to provide exceptional customer-centric experiences at Window Nation.
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.
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.
Delivering the best customer experienced through service! This role is responsible for the customer journey after install to assist customers with their questions and inquiries on our product, to include troubleshooting issues, provide updates on service-related requests and appointments and whatever else they may need! The Regional Service Lead is caring and compassionate, enthusiastic, solutions-oriented and committed to providing outstanding service to our customers. It is important that the Regional Service Lead maintain a positive and upbeat demeanor when interacting with customers. Empathize with them, and give every issue, no matter how trivial or complex, the same level of attention. You will be provided with training that will include product knowledge and the ability to provide exceptional customer-centric experiences at Window Nation.
Core Role Responsibilities
- A true passion for customers and delivering the best possible service.
- Ability to engage, listen and resolve customer issues and deliver highly personalized and unique customer experience.
- Be your customers’ one point of contact throughout their journey post installation.
- Be responsive to all inquiries via telephone, email, and chat.
- Be courteous and empathetic to the customers, windows are a big investment!
- Perform research to answer customers inquiries and requests.
- Promptly schedule services when we have the information, parts and/or product ready.
- Demonstrate sound understanding of our products.
- Work with external vendors to ensure that product, parts, and service are delivered with sense of urgency to meet the customer’s needs.
- Keep the customer, and their account, updated.
- Meet quantitative performance metrics.
Basic Qualifications
- At least 4 years of Customer Service experience to include call centers, customer care centers or help desks.
- Experience working in a CRM system or other customer tracking software.
Preferred Qualifications
- Ability to handle difficult conversations with a high level of empathy and integrity.
- Ability to become proficient on trouble shooting windows to provide excellent customer experience.
- Experience in Dynamics 365.
- Proficient in Microsoft Office.
- Excellent interpersonal and communication skills.
- Outstanding written communication skills.
- Comfortable working in a high-volume role.
- Demonstrated ability to prioritize tasks and manage time efficiently.
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.