Customer Service Representative

About the Job

PURPOSE OF THIS POSITION:

To support the core values and operations of Gotcha Covered Grand Rapids.

GOALS AND ESSENTIAL FUNCTIONS:

• Communicate with customers regarding troubleshoot full range of products sold by company.
• Communicate with all customers status of projects before, during and after installation.
• Work with the sales team to ensure all installations meet and exceed client expectations.
• Administration support to monitor product orders through manufacturer websites to track production and shipping status.
• Slotting packages, loading vehicle and prepping motorized shades and accessories.
• Update internal project tracking documents to keep the team informed of order progress and expected delivery timelines.
• Assist in scheduling installations and coordinating logistics with clients and team members.
• Maintain accurate records of inventory, warranty claims, and service requests.
• Maintain a clean, organized and neat working environment at showroom/warehouse area.
• Manage repairs by creating a revenue stream for repairs by measuring and maintaining company profit margins as set by Sales Manager.
• Share product changes with sales staff and other installers discovered during installations or trainings.
• Provide Sales Manager / General Manager input on difficult/challenging installs and recommendations for improvement.
• Regularly update the sales team on order statuses, potential delays, and installation scheduling.
• Serve as a liaison between vendors, manufacturers, and the company to ensure smooth operations.

RELATIONSHIPS:

Internal: Collaboration and communication with all team members.

External: With clients, leads, vendors, sales representatives and other relevant business contacts.

QUALIFICATIONS:

• Proficient with Microsoft office, computer systems and internet. Word, Excel, Google.
• Excellent communication skills, written and verbal.
• Detail oriented and accurate work.
• High level of integrity as demonstrated by adherence to policies, procedures, rules and regulations and by professional conduct when dealing with persons internal and external to the company.

About the Company

Gotcha Covered is a professional full service window covering provider of shades, shutters, draperies, bedding and motorized products meticulously installed and serviced for life. We are the premium dealer of custom window treatments in West Michigan with 14+ years of strong customer relationships, steady sales growth, and dedication to exceptional customer service.