Customer Service Representative

Job Description

Job Description

Description:

Title: Customer Service Representative

Reports to: Branch Manager

Job Type: Full-Time

Location: VA Residents Only

Come join our team and open the door to an amazing career at Apple Door Systems! We have an immediate need for a remote Customer Service Representative . This individual will need to live within a reasonable commute from one of our locations.

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 over 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 first point of contact for customers across multiple communication channels, including phone, email, SMS, web inquiries, and chat. This role is responsible for delivering exceptional customer experience while supporting efficient appointment scheduling, customer issue resolution, lead capture, and service coordination across multiple brands and locations.

Operating within the Contact Center Operations organization, the CSR plays a critical role in supporting customer satisfaction, operational efficiency, appointment conversion, and service opportunity capture throughout the customer lifecycle. Successful CSRs demonstrate strong communication skills, ownership, urgency, operational awareness, and the ability to guide customers through service-related needs with professionalism and empathy.

This role partners closely with dispatch, branch operations, field teams, and leadership to deliver a consistent and efficient customer experience. CSRs are expected to take ownership of customer interactions and support timely, accurate, and effective resolution whenever possible during the initial customer contact.

Duties and Responsibilities

• Customer Experience & Contact Handling

o Professionally handle inbound and outbound customer interactions across phone, chat, email, SMS, and web inquiry channels.

o Deliver a positive, empathetic, and solution-oriented customer experience during every interaction.

o Resolve customer inquiries efficiently while minimizing unnecessary transfers or repeat contacts.

o Take ownership of customer interactions through appropriate resolution, scheduling, escalation, or warm handoff.

o Effectively manage multiple customer conversations and workflows in a fast-paced contact center environment.

o Maintain professionalism, accuracy, and responsiveness while balancing customer experience and operational expectations.

• Appointment Scheduling & Service Coordination

o Schedule service appointments, maintenance visits, inspections, estimates, and installation consultations.

o Utilize effective diagnostic questioning to identify customer needs and support accurate service scheduling on the first interaction whenever possible.

o Gather accurate customer and service information to support technician routing and dispatch coordination.

o Coordinate with dispatch and operations teams to support schedule efficiency and customer satisfaction.

• Lead Capture & Outbound Engagement

o Capture complete and accurate lead and customer information within company systems.

o Support conversion of inbound inquiries into booked appointments through effective communication and call ownership.

o Identify opportunities for additional services, maintenance programs, inspections, or product consultations when appropriate.

o Perform outbound follow-up calls related to web inquiries, missed calls, appointment confirmations, reschedules, and customer outreach initiatives.

o Support abandoned call recovery and follow-up activities in alignment with operational procedures.

• Technology & Systems Proficiency

o Ability to navigate multiple computer systems, applications, and communication platforms simultaneously.

o Proficiency with Microsoft Office applications, including Outlook, Teams, and basic data entry functions.

o Experience using contact center platforms, dialers, phone systems, CRM systems, or customer communication software preferred.

o Strong keyboarding, computer navigation, and multitasking skills in a fast-paced environment

o Ability to learn and adapt to new technologies, systems, and operational tools

• Performance Expectations

CSRs are expected to consistently meet established performance standards related to:

o Customer experience and quality assurance

o First-call resolution and effective call ownership

o Appointment booking and lead handling effectiveness

o Productivity and responsiveness across communication channels

o Accuracy of customer documentation and scheduling

o Attendance, punctuality, and schedule adherence

o Compliance with company workflows, procedures, and operational standards.

• Remote Work Expectations

o Complete initial training onsite at an assigned location for approximately two weeks before transitioning to remote work.

o Available to travel to one of our locations for team meetings, coaching sessions, or refresher training as needed.

o Reliable high-speed internet connection (minimum 35 Mbps download/ 5 Mbps upload); hardwired connection preferred over Wi-Fi.

o Dual-monitor setup required; headset, webcam, and remote monitoring/QA software will be provided by the company or approved for personal equipment use by IT guidelines.

o Dedicated, distraction-free workspace with a door, free from household noise, interruptions, or background activity during scheduled shifts.

o Ability to maintain a professional, quiet environment for calls, consistent with customer experience standards.

o Reliable backup plan for internet or power outages (mobile hotspot, alternate location) to minimize schedule disruption.

o Consistent punctuality and schedule adherence; remote roles rely heavily on self-reported attendance and system login/logout tracking.

Qualifications

• High school diploma or equivalent (GED).
• Must have reliable transportation to and from work.
• At least one year of experience in a customer service role.
• Experience in handling incoming orders, processing shipments, and ensuring timely delivery.
• Proficiency in scheduling appointments and managing service requests from customers.
• Skilled in Microsoft Office Suite, Teams, and Outlook Email

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 the workstation as well as frequent movement throughout the 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 hourly 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

Core Values

At Apple Door Systems, we base our actions on the following core values and request the same from all team members:

· Teamwork – we operate as a team and succeed together.

· Grit – we have the courage, strength, and character to persevere.

· Sincerity – we are transparent and trustworthy.

· Development – we strive for continuous improvement, both professionally and personally

Third-Party Agency Notice

GarageCo does not accept unsolicited resumes from external recruiters or agencies. We only work with approved partners engaged directly by our Talent Acquisition team for specific searches. Unsolicited submissions will not be eligible for placement fees.

We are an (EOE) Equal Opportunity Employer.