Customer Service Representative

Customer Service RepresentativeCome join our team and open the door to an amazing career at Cheney Door Company! We have an immediate need for a Customer Service Representative at our Wichita, KS location.Cheney Door Company is one of Kansas' largest garage door companies. We believe in not only being a business of integrity, but a part of our community. With our commitment to quality, professionalism, and customer satisfaction, we have built a solid reputation as a trusted provider of garage door installation, maintenance, and repair services. Our team of experts is known for their attention to detail and commitment to delivering the best solutions for our customers' needs.Embark on a rewarding career where your contributions will shape the future of this leading industry. Together, let's build a future without compromise.SummaryThe Customer Service Representative is the first point of contact for customers across multiple communication channels, including phone, email, SMS, web inquiries, and chat. This role is responsible for delivering exceptional customer experience while supporting efficient appointment scheduling, customer issue resolution, lead capture, and service coordination across multiple brands and locations.Operating within the Contact Center Operations organization, the CSR plays a critical role in supporting customer satisfaction, operational efficiency, appointment conversion, and service opportunity capture throughout the customer lifecycle. Successful CSRs demonstrate strong communication skills, ownership, urgency, operational awareness, and the ability to guide customers through service-related needs with professionalism and empathy.This role partners closely with dispatch, branch operations, field teams, and leadership to deliver a consistent and efficient customer experience. CSRs are expected to take ownership of customer interactions and support timely, accurate, and effective resolution whenever possible during the initial customer contact.Duties and ResponsibilitiesProfessionally handle inbound and outbound customer interactions across phone, chat, email, SMS, and web inquiry channels.Deliver a positive, empathetic, and solution-oriented customer experience during every interaction.Resolve customer inquiries efficiently while minimizing unnecessary transfers or repeat contacts.Take ownership of customer interactions through appropriate resolution, scheduling, escalation, or warm handoff.Effectively manage multiple customer conversations and workflows in a fast-paced contact center environment.Maintain professionalism, accuracy, and responsiveness while balancing customer experience and operational expectations.Schedule service appointments, maintenance visits, inspections, estimates, and installation consultations.Utilize effective diagnostic questioning to identify customer needs and support accurate service scheduling on the first interaction whenever possible.Gather accurate customer and service information to support technician routing and dispatch coordination.Coordinate with dispatch and operations teams to support schedule efficiency and customer satisfaction.Capture complete and accurate lead and customer information within company systems.Support conversion of inbound inquiries into booked appointments through effective communication and call ownership.Identify opportunities for additional services, maintenance programs, inspections, or product consultations when appropriate.Perform outbound follow-up calls related to web inquiries, missed calls, appointment confirmations, reschedules, and customer outreach initiatives.Support abandoned call recovery and follow-up activities in alignment with operational procedures.Ability to navigate multiple computer systems, applications, and communication platforms simultaneously.Proficiency with Microsoft Office applications, including Outlook, Teams, and basic data entry functions.Experience using contact center platforms, dialers, phone systems, CRM systems, or customer communication software preferred.Strong keyboarding, computer navigation, and multitasking skills in a fast-paced environmentAbility to learn and adapt to new technologies, systems, and operational toolsPerformance ExpectationsCSRs are expected to consistently meet established performance standards related to:Customer experience and quality assuranceFirst-call resolution and effective call ownershipAppointment booking and lead handling effectivenessProductivity and responsiveness across communication channelsAccuracy of customer documentation and schedulingAttendance, punctuality, and schedule adherenceCompliance with company workflows, procedures, and operational standards.QualificationsHigh school diploma or equivalent (GED).Must have reliable transportation to and from work.At least one year of experience in customer service role.Experience in handling incoming orders, processing shipments, and ensuring timely delivery.Proficiency in scheduling appointments and managing service requests from customers.Skilled in Microsoft Office Suite, Teams, and Outlook EmailSkillsTeamwork-centric mindset with a collaborative attitude towards achieving department and company goals.Ability to prioritize tasks and meet deadlines in a fast-paced environment.Excellent interpersonal and communication skills to interact with customers professionally and handle customer inquiries effectively.Attention to detail and organizational skills.Order processing and shipment management.Appointment scheduling and time management proficiency.Excellent problem-solving abilities.Logistical support and coordination capabilities.Work ConditionsClimate-controlled office environmentContinuous sitting at the workstation as well as frequent movement throughout the office and warehouse/operational spaces.Repetitive hand and wrist motion, use of computers, and internal office equipment.BenefitsCompetitive hourly payMedical, dental, and vision insurance with multiple plan optionsShort-Term and Long-Term DisabilityEmployer-paid Life Insurance with buy-up optionsAccident CareHospital Indemnity401(k) with employer matchGenerous Paid Time Off (PTO)Paid holidaysTeam Member Recognition & Reward ProgramsEmployee discount on products & servicesCore ValuesAt Cheney Door, we base our actions on the following core values and request the same from all team members:· Teamwork – we operate as a team and succeed together.· Grit – we have the courage, strength, and character to persevere.· Sincerity – we are transparent and trustworthy.· Development – we strive for continuous improvement, both professionally and personallyThird-Party Agency NoticeGarageCo does not accept unsolicited resumes from external recruiters or agencies. We only work with approved partners engaged directly by our Talent Acquisition team for specific searches. Unsolicited submissions will not be eligible for placement fees.We are an (EOE) Equal Opportunity Employer.