Customer Support Specialist (remote)

Great Day Improvements is a leading home improvement company committed to delivering high-quality products and exceptional customer service. Through its Champion Window brand, the company provides homeowners with professional installation and reliable warranty services while maintaining a strong focus on customer satisfaction, operational excellence, and teamwork. About the Role The Customer Support Specialist is responsible for supporting customers throughout the installation and post-installation process by coordinating warranty appointments, maintaining customer records, processing payments, and assisting with service operations. This role works closely with internal teams to ensure timely communication, accurate documentation, and efficient resolution of customer concerns. The position is based onsite and is ideal for individuals with strong customer service, communication, and organizational skills. Responsibilities Customer Service & Communication Respond to customer inquiries through phone, email, and text communication. Return customer messages promptly and professionally. Provide updates regarding installation and service status. Address routine customer concerns with professionalism and empathy. Assist in resolving escalated customer service issues. Deliver outstanding customer experiences throughout the service process. Scheduling & Service Coordination Schedule warranty appointments for the Service Department. Coordinate daily work orders for Service Measure Technicians. Support installation and service scheduling activities. Communicate appointment details with customers and internal teams. Monitor service timelines to ensure timely completion. Coordinate follow-up activities related to customer service requests. Customer Records & CRM Management Enter and maintain customer records within the CRM database. Maintain accurate job-related documentation throughout installation and service. Audit customer orders for accuracy after confirmation uploads. Update customer information as service progresses. Ensure documentation complies with company standards. Maintain organized and accurate customer records. Generate and distribute uninstalled and accounts receivable reports. Process electronic credit card and check payments. Assist with receiving products within CRM and financial systems. Support accounts receivable collection activities for assigned divisions. Maintain accurate financial and operational documentation. Provide administrative support to customer service operations. Team Collaboration & Operational Support Provide support to PSG/CSC for assigned divisions. Collaborate with internal departments to improve customer satisfaction. Assist service teams in resolving operational challenges. Maintain effective communication with cross-functional teams. Contribute to continuous process improvements. Perform additional duties as assigned to support business operations. Requirements Required Qualifications High school diploma or GED equivalent. Excellent verbal and written communication abilities. Strong organizational skills and attention to detail. Ability to manage multiple tasks simultaneously. Ability to work effectively in a team environment. Self-motivated with the ability to work independently. Strong work ethic and reliable attendance. Professional telephone and customer communication skills. Preferred Qualifications Five years of customer support experience. Experience in the home improvement industry. Experience working with CRM systems. Experience supporting accounts receivable activities. Experience managing multiple phone lines in a customer service environment. Medical coverage. Vision insurance. Disability coverage. Flexible Spending Account (FSA). Veteran-friendly workplace. Equal Opportunity Employer Champion Window, a Great Day Improvements company, is an Equal Employment Opportunity Employer committed to providing equal employment opportunities for all qualified applicants. The company also welcomes and honors veterans and provides reasonable accommodations for qualified individuals with disabilities throughout the application process. #J-18808-Ljbffr