Customer Service Representative

Job Description

Job Description

About us

Unikoo Glass & Hardware is a fast-growing company in the glass and hardware business with its location in El Monte and Santa Ana CA, and distributors and business partners in the major cities in the U.S.

To create a quick-responding but friendly environment for our customers and partners, we aim to look for self-motivated people with cheerful attitudes and team spirit.

Benefits/Perks

• Competitive Compensation
• Paid Time Off
• Career Growth Opportunities

Job Summary

We are seeking a Customer Service Representative to join our team. In this role, you will communicate with customers to identify their needs, process requests, escalate complaints, and provide helpful solutions that ensure they have a great customer service experience with our company. The ideal candidate is friendly, computer savvy, and is able to remain calm under pressure. 

Preferred

• Experience in glass industry
• Experience with rigorous inbound calls
• Experience with Business-to-Business account support
• Experience in using architecture material takeoff and/or glass design software

Responsibilities 

• Receive a high volume of inbound calls and emails 
• Identify the reason for the customer’s call, collect relevant information, and provide solutions
• Makes outbound customer calls to gain information and follow-up to resolve customer issues.
• Use best practices in customer service techniques to develop rapport and build relationships with customers
• Document all customer interactions
• Meet personal and team quotas
• Attend trainings to maintain up-to-date skills and knowledge

Qualifications

• Minimum 1-year customer interaction experience
• Good work ethic, self-starter, team player, and strong attention to detail
• Ability to multi-task while working on several projects at once
• Results-oriented, organized, and effective time-management skills
• High School Diploma/GED; Associate degree and above preferred
• Architectural Plan and Specification reading ability using Microsoft Office Suite, especially Excel (willing to be trained)
• Preferably bilingual: English, Spanish and/or Mandarin