Customer Service Representative

Job Description

Job Description

ABOUT US 

Join Banko Overhead Doors, a trusted leader serving communities since 1984. We’ve built our reputation on quality, reliability, and doing right by our customers. For more than 40 years, we’ve helped homeowners and businesses choose durable, high-quality garage doors, backed by a team of dedicated employees who deliver expert service with honesty and care. If you’re looking to grow your career with a company that values its people and takes pride in its work, Banko is the place to be.

ABOUT THE JOB 

As a Customer Success Specialist, you will serve as a frontline customer service representative and brand ambassador for Banko Overhead Doors. You will manage inbound and outbound customer communications, ensure accurate data entry and documentation, support service scheduling and coordination, and maintain ownership of customer requests through resolution.

This role requires strong communication skills, attention to detail, and the ability to manage high call volume while delivering an exceptional customer experience.

Key Responsibilities: 

• This is an in-office position
• Handle inbound and outbound customer inquiries via phone, email, and in-person communication
• Provide excellent customer support by answering questions related to services, pricing, and scheduling
• Accurately enter and maintain customer data in CRM, scheduling, and service management systems
• Schedule and coordinate service appointments based on urgency, availability, and customer needs
• Document all customer interactions with accuracy and professionalism
• Escalate complex or time-sensitive issues to leadership with clear documentation
• Collaborate with dispatch, service technicians, sales, and leadership teams
• Identify recurring customer issues and assist with process improvement initiatives
• Maintain a calm, professional, and empathetic demeanor in all customer interactions
• Support onboarding and training of new customer service team members
• Stay current on company policies, procedures, and product/service offerings
• Protect confidential customer information and follow data security standards

Qualifications: 

• High school diploma or GED required
• Associate or bachelor’s degree in business, communications, or a related field preferred
• Customer service, call center, or administrative support experience preferred
• Experience using CRM software, scheduling tools, and Microsoft Office
• Strong data entry, documentation, and organizational skills
• Excellent verbal and written communication skills
• Ability to multitask and prioritize in a fast-paced, high-volume environment
• Strong problem-solving and decision-making skills
• Reliable, punctual, and accountable
• Ability to work occasional irregular hours as business needs require
• Bilingual (English/Spanish) preferred
  • Spanish-speaking candidates may qualify for a shift differential

Who thrives in this role 

• Customer service professionals who value accuracy, follow-through, and accountability
• Self-motivated team players with strong communication and problem-solving skills
• Reliable, punctual candidates who excel in structured, fast-paced environments
• Detail-oriented multitaskers with strong time management skills
• Customer-focused professionals who take pride in delivering exceptional service

Benefits

• Full-time position with competitive pay
• Medical, dental, vision, 401(k), PTO, and paid holidays
• Career growth and advancement opportunities
• Supportive, team-oriented workplace culture

Requirements 

• Valid driver’s license with a minimum 3-year clean driving record (MVR)
• Ability to pass a background check
• Ability to work a full-time schedule
• Reliable transportation and consistent attendance

Show Up for Banko & Banko Will Show Up for You.

We value reliability, teamwork, and long-term growth. When you commit to showing up—ready and on time—we commit to supporting your career and providing opportunities for advancement.

Equal Opportunity Employer

It is the policy of Banko Overhead Doors to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Banko Overhead Doors will provide reasonable accommodations for qualified individuals with disabilities.

NOTE: We run a background and MVR check prior to interviews. At the interview, we may require additional assessments (Wonderlic, DISC, etc.) to be completed as well.