Customer Service Specialist

Customer Service Specialist

Location: Indianapolis, IN

Schedule: Monday-Friday, 7:30AM-4:00PM (Full-Time)

Who We Are

West Shore Home is a technology-driven and industry-leading home improvement company specializing in high-quality and convenient remodels of Bathrooms, Flooring, Windows, and Doors. West Shore Home operates in over 40 locations nationwide and is home to over 3,000 employees!

Job Summary

The Customer Service Specialist will support all Customer Service-related functions in the assigned branch. This position will be accountable for providing a 5-star experience to customers regarding post-installation services by diagnosing product problems using best judgement and knowledge of all products to diagnose and scheduling service visits for all customers that require post-installation services.

Key Role Accountabilities

• Accountable for providing 5-star customer service to West Shore Home's customers regarding post-installation services.
• Responds to customer requests (that arrive via phone, email, text, website, or through other Company employees) for support due to issues relating to post-installation services.
• Orders necessary parts through manufacturers and schedule service visits.
• Reach out to customers to verify the scope of service needed and arrange for service appointment and communicate any service-related schedule changes.
• Attend and facilitate the mandatory morning Customer Service huddle by following the Customer Service Representative morning huddle agenda.
• Provides data and feedback to the General Manager, Customer Service Managers, In-Home Sales Manager, and Installation Managers on all service-related issues.

Minimum Requirements

• High School Diploma or equivalent required.
• A proven track record of success in customer service-related roles required, previous dispatching experience is a plus.
• Experience with Salesforce preferred.
• Strong written and verbal communication skills, and desire to work independently, efficiently with high accountability.

Benefits

• Comprehensive Health Insurance options (Medical, Dental, Vision, Accident, Life, Critical Illness, Short and Long-Term Disability)
• 401(k) Retirement Plan with company match
• HSA plan with company match
• Paid holidays and paid time off (PTO)
• Employee Referral Program
• Employee Discount Program

Compensation

• The approximate hourly pay for this position is $20-$25 per hour. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and abilities as well as geographic location of the position.

Culture and Community

We believe that when employees feel valued and supported, they perform at their best. Our dedication to fostering a strong, value-driven culture has consistently earned us the Top Workplaces USA award as one of the nation's top employers, including recognition in Leadership, Purpose & Values, and Compensation & Benefits. West Shore Home strives to Bring Happiness to Every Home® and that goes beyond our customers and employees. We support positive change in our communities by volunteering, giving back, and supporting nonprofits that make a difference.