Customer Service Representative- Horizons

Customer Service RepresentativeThe Best Experience Company: Springs Window FashionsOur tagline is "The Best Experience Company." More than just a set of words, it represents the essence of who we are at Springs Window Fashions. As North America's premier window covering company, we're committed to creating the Best Experience for our associates, customers, business partners, and communities. We want you to join our team of passionate self-starters who believe the world is full of Best Experience opportunities. So, if you're excited about the thought of a Best Experience career with a team focused on creating Best Experiences for all, we want to hear from you!Customer Service Team: At Springs Window Fashions, our friendly and talented customer service team consists of dedicated individuals motivated by their passion for service and providing the best experience for our customers and consumers. All Customer Service Representatives are assigned a Success Coach to aid in understanding performance and career path opportunities for continued growth and advancement. Associates also receive paid comprehensive training on products, accounts, and systems.Key Objectives and Responsibilities:Handle a high volume of inbound customer inquiries in a professional and courteous manner via phone, email, text/chat or social mediaProvide accurate information while maintaining a strong customer-first mindsetEnsure all interactions reflect company standards for service quality and responsivenessRespond to customer questions regarding products, specifications, pricing, availability, and usage based on internal support resourcesGuide customers through product selection by clarifying needs and recommending appropriate solutionsUtilize internal resources to provide timely and accurate informationProcess customer requests including: entry of sample swatch orders, preparation and entry of quotes, entry of new product orders, verify order details for accuracy, including pricing, specifications, and delivery requirements, communicate clearly with customers regarding timelines, product options, and next stepsProvide ongoing support after the initial purchase to ensure customer satisfaction and issue resolutionServe as a primary point of contact for order-related questions and concernsMonitor and provide updates on order progress, shipment details, and delivery timelinesProactively communicate delays or changes to customers and offer solutions when neededAssist customers with product or order-related issues using established troubleshooting guides and resourcesIdentify root causes of problems and guide customers through appropriate solutionsEscalate complex or unresolved issues to appropriate departments as necessaryReplacement parts orders, repair requests, remake orders due to defects, damage, or errors, ensure all entries are accurate and align with company policies and proceduresReview and process customer credit requests in accordance with company guidelines, investigate discrepancies and ensure proper documentation for approvals, communicate resolutions clearly and professionally to customersMaintain accurate and detailed records of all customer interactions in internal systems, follow company procedures, service standards, and documentation requirements, collaborate with internal teams (sales, production, shipping) to resolve customer needs, meet performance expectations related to response time, accuracy, and customer satisfactionQualifications:Strong customer communication skills, including clear written and verbal communication, active listening, and a professional, approachable demeanorAbility to build rapport and maintain positive relationships with customers, demonstrating empathy, patience, and a customer-first mindsetProblem-solving and analytical skills to assess customer needs, identify issues, and determine appropriate solutions efficientlyProficiency in basic computer applications (e.g., Microsoft Office, CRM systems, order entry tools) with the ability to learn new systems quicklyAbility to multitask and manage competing priorities in a fast-paced customer service environment while maintaining accuracyDependable and reliable, with a consistent work ethic and commitment to meeting attendance, performance, and service expectationsRequirements:Ability to work on a computer for extended periods of timeAbility to navigate multiple systems/screens simultaneously while assisting customersOccasional need to reach, bend, or lift light office materials (typically under 10–15 lbs)Ability to manage a high volume of customer interactions throughout the dayMaintain focus and accuracy while performing repetitive tasks (e.g., order entry, updates)How We Work to Deliver a Best Experience: Our CultureOur Core Value: We do the right thing, alwaysOur Seven Cultural BehaviorsEmpowerment - We trust our people.Ownership - We take 100% responsibility for our roles actions, and results.Leadership - We all lead by example and talk direct with respect (DWR).One Team - We are One Springs Team.Customer First - We consider our customers' needs before every decision.Continuous Innovation - We are constantly learning, innovating, and improving.Speed - We define priorities and operate with a sense of urgency and agility.