Customer Service Representative

Description

Come join our team and open the door to an amazing career at Apple Door Systems! We have an immediate need for a Customer Service Representative at our Richmond, VA location.

With locations in Richmond, Ashland, Waynesboro, Chesapeake and Williamsburg, the Apple Door Family has been serving Virginia since 1973. Whether it's our hallmark garage door products, awning and solar shading systems or heavy-duty industrial doors, Apple has the access products of choice. Each location has a fully staffed showroom and customer service center where you can be prepared to receive quality, craftsmanship and trust.

We often wonder what “The Apple Advantage” is, what makes us different than our competitors and what has kept this company in business for 50+ years? The answer is simple, OUR AMAZING EMPLOYEES! The employees of Apple Door are the advantage that we have. Without each one of our employees giving their all every day, we could not do what we do. Thank you to our employees for being “The Apple Advantage”!

Summary

The Customer Service Representative is the primary liaison between Outside Sales, the field service team, and the inside office. This office position provides service, sales, & marketing assistance to the entire company. You will be the primary point of contact for our customers, delivering exceptional service and support across various communication channels, including phone, email, and live chat. Your role will involve addressing customer inquiries, resolving issues, and providing information about our products & services in a professional and empathetic manner.

This role is essential in maintaining the company's reputation for outstanding customer service and ensuring that our customers have a positive experience with every interaction.

Duties

• Answering phone calls - this position is first in line to answer phones during standard business hours.
• Handling basic customer service inquiries and effectively resolving issues or escalating them to the appropriate personnel.
• Helping customers place orders and recommending best products and/or services to fulfill their needs.
• Scheduling service requests from customers and confirming appointments.
• Maintaining a thorough understanding of all company products & services to provide accurate information and guidance to customers.
• Collaborating with other administrative staff to ensure smooth office operations and customer & client satisfaction.
• Assisting walk-in customers with inquiries and orders for parts over the counter.
• Assist with filing and other administrative tasks as needed to support office operations.

Qualifications

• High school diploma or equivalent (GED).
• Must have reliable transportation to and from work.
• At least one year experience in customer service role.
• Must be able to pass pre-employment screening including drug test & background check.
• Proficiency in scheduling appointments and managing service requests from customers.
• Skilled in Microsoft Office Suite, Teams, and Outlook email

Schedule

• Monday to Friday – 8:30am to 4:30pm
• Rotating Saturdays – 9:00am to 12:00pm

Skills

• Teamwork-centric mindset with a collaborative attitude towards achieving department and company goals.
• Ability to prioritize tasks and meet deadlines in a fast-paced environment.
• Excellent interpersonal and communication skills to interact with customers professionally and handle customer inquiries effectively.
• Attention to detail and organizational skills.
• Order processing and shipment management.
• Appointment scheduling and time management proficiency.
• Excellent problem-solving abilities.
• Logistical support and coordination capabilities.

Work Conditions

• Climate controlled, office environment
• Continuous sitting at workstation as well as frequently moving throughout office and warehouse/operational spaces.
• Repetitive hand and wrist motion, use of computers and internal office equipment

Benefits

We are proud to offer a robust benefits package to our team members including:

• Competitive pay
• Medical, dental, and vision insurance with multiple plan options
• Short- and Long-Term Disability
• Employer-paid Life Insurance with buy-up options
• Accident Care
• Hospital Indemnity
• 401(k) with employer match
• Generous Paid Time Off (PTO)
• Paid holidays
• Team Member Recognition & Reward Programs
• Employee discount on products & services

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