Customer Service Representative

Job Description

Job Description

We are seeking a detail-oriented and communicative Customer Service Representative to join our team. In this role, you will be the first point of contact for homeowners, commercial contractors, and business owners looking for professional glass installations and repairs. You will guide clients through product choices, provide accurate service estimates, and ensure a seamless operational pipeline by scheduling field technicians, processing orders, and managing financial workflows in QuickBooks.

Essential Responsibilities

• Client Consultation: Answer inbound phone calls, emails, and walk-in showroom inquiries regarding custom glass shower enclosures, replacement windows, mirrors and store fronts.
• Estimating & Quoting: Gather exact project measurements and specifications from clients to generate accurate initial cost estimates.
• Order Processing: Enter detailed product dimensions, glass types (e.g., tempered, laminated, insulated), and fabrication requests into our company database.
• Dispatch & Scheduling: Coordinate and optimize daily travel routes for field measurement teams and glazier installation crews.
• Vendor & Inventory Liaison: Track glass fabrication orders with wholesale suppliers and verify incoming material deliveries against work orders.
• QuickBooks Billing & Invoicing: Utilize QuickBooks to create detailed customer invoices, process electronic payments, log deposits, and monitor outstanding accounts receivable.
• Issue Resolution: Handle customer complaints, address project delays, issue QuickBooks credit memos or refunds when necessary, and facilitate product warranty claims.

Required Qualifications

• Education: High school diploma or equivalent.
• Experience: Minimum of 1–2 years in a customer-facing role, preferably within construction, building materials, home services, or automotive repair.
• Software Proficiency: Minimum 1 year of hands-on experience using QuickBooks (Online or Desktop) for invoicing and processing payments.
• Math Proficiency: Strong basic math skills with the ability to read a tape measure and calculate fractions and decimals easily.
• Communication: Clear verbal articulation and active listening capabilities to effectively document precise custom project requirements.

Physical & Environmental Conditions

• Environment: Primarily a climate-controlled, professional office environment or showroom space.
• Demands: Prolonged periods of sitting at a desk and working on a computer.
• Safety: Occasional proximity to warehouse areas where heavy glass sheets and fabrication machinery require strict adherence to protective equipment safety standards.