Customer Service Representative

Job Description

Customer Service Representative - Warranty & Service Support

Location: Gratz, PA
Compensation: $20.00-$23.00 per hour
Schedule: Day Shift | Monday-Friday

Position Summary

MI Windows and Doors is seeking a professional, customer-focused Customer Service Representative to join our team in Gratz, PA. In this role, you will serve as a key point of contact for customers, assisting with warranty and non-warranty service inquiries, processing requests, and coordinating with internal teams to ensure timely and effective resolution of customer concerns. The ideal candidate is highly organized, detail-oriented, and committed to delivering outstanding customer service.

Essential Duties and Responsibilities

• Serve as the primary point of contact for assigned customer accounts, providing information, support, and follow-up regarding warranty and non-warranty issues.
• Answer incoming customer calls and respond to inquiries professionally, accurately, and in a timely manner.
• Process warranty claims, service requests, and related documentation while maintaining a high level of customer satisfaction.
• Handle payment transactions with accuracy and confidentiality.
• Collaborate with internal departments-including Field Service, Sales, Engineering, Plant Operations, and Management-to resolve customer concerns and order-related issues.
• Expedite special requests and coordinate solutions to meet customer deadlines and expectations.
• Maintain a positive, flexible, and solution-oriented approach when addressing customer concerns and changing priorities.
• Perform clerical and administrative tasks, including data entry, record maintenance, and documentation management.
• Support departmental goals and perform other duties as assigned.

Qualifications
Required

• High school diploma or equivalent.
• Strong customer service, communication, and active listening skills.
• Ability to effectively manage a multi-line telephone system.
• Strong attention to detail and organizational skills.
• Proficiency with Microsoft Word and Excel.
• Ability to maintain confidentiality when handling sensitive customer and payment information.

Preferred

• 2-3 years of customer service experience in a manufacturing, service, office, or related environment.
• Experience supporting warranty claims, service requests, or customer account management.

Skills and Competencies

• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong interpersonal skills with the ability to build positive customer relationships.
• Ability to work independently and collaboratively with cross-functional teams.
• Commitment to providing exceptional customer service and support.

What We Offer

At MITER Brands, we invest in your health, wealth, and wellness. Our comprehensive benefits package supports you and your eligible spouse/dependents while helping you achieve your personal and professional goals.

We offer competitive pay, a 401(k) with company match, and generous paid time off to help you maintain a healthy work-life balance.

Health & Wellness

• Three comprehensive medical plan options
• Prescription drug coverage
• Dental insurance
• Vision insurance
• Teladoc virtual healthcare services
• Employee Assistance Program (EAP)
• Annual Wellness Clinic

Financial Protection

• Company-paid Life Insurance
• Voluntary Life Insurance
• Company-paid Short-Term Disability
• Company-paid Long-Term Disability
• Supplemental Hospital Indemnity Insurance
• Critical Illness Insurance
• Accident Insurance

Additional Benefits

• Paid Time Off (PTO) and paid holidays
• 401(k) retirement plan with company match
• Tuition Reimbursement Program
• Legal Insurance
• Identity Theft Protection
• Pet Insurance
• Team Member Discount Program

MITER Brands, including MI Windows and Doors, Milgard, and PGT Innovations, is an Equal Opportunity Employer. We are committed to fostering an inclusive workplace and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, or any other protected status under applicable law.

Work Authorization and Sponsorship Disclosure:

The Company does not offer employer sponsorship at this time. Therefore, candidates must provide truthful and complete information regarding their eligibility to work in the U.S. and any current or future need for employment sponsorship. Misrepresentation regarding work authorization or sponsorship need at any stage of the hiring process will result in disqualification from consideration, rescission of an employment offer, or termination of employment.