Customer Service Specialist

Customer Service Representative

Come join our team and open the door to an amazing career at Thomas V. Giel Garage Doors! We have an immediate opening for a Customer Service Representative at our Gibsonia, PA location.

We have been serving Western Pennsylvania for 75 years and are proud to be the market leaders in this industry. Whether it's our hallmark garage door products, awning and solar shading systems, or heavy-duty industrial doors, Thomas V. Giel Garage Doors has the best products available and the service to match!

Embark on a rewarding career where your contributions will shape the future of this leading industry. Together, let's build a future without compromise.

Summary

The Customer Service Representative is the primary liaison between Outside Sales, Outside Service and the inside office. This office position provides service, sales, & marketing assistance to the entire company. You will be the primary point of contact for our customers, delivering exceptional service and support across various communication channels, including phone, email, and live chat. Your role will involve addressing customer inquiries, resolving issues, and providing information about our products & services in a professional and empathetic manner. This role is essential in maintaining the company's reputation for outstanding customer service and ensuring that our customers have a positive experience with every interaction.

Duties

• Answering phone calls - this position is first in line to answer phones during standard business hours of 7:45 am to 5:00 pm.
• Handling basic customer service inquiries and effectively resolving issues or escalating them to the appropriate personnel.
• Helping customers place orders and recommending best products and/or services to fulfill their needs.
• Preparing work order paperwork for field operations team.
• Scheduling service requests from customers and confirming appointments.
• Tracking and reporting on local builders' club purchases.
• Maintaining a thorough understanding of all company products & services to provide accurate information and guidance to customers.
• Collaborating with other administrative staff to ensure smooth office operations and customer & client satisfaction.
• Preparing reports, purchase orders, and other operational documentation.
• Accounts receivable processing
• Assisting walk-in customers with inquiries and orders for parts over the counter.
• Conduct follow-up calls to customers to ensure satisfaction and address any concerns.
• Assist with filing and other administrative tasks as needed to support office operations.

Qualifications

• High school diploma or equivalent (GED).
• Must have reliable transportation to and from work.
• At least four years' experience in a customer service and/or administrative 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 Email

Skills

• Teamwork-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 Conditions

• Climate controlled, office environment
• Continuous sitting at workstation as well as frequently moving throughout office and warehouse/operational spaces.
• Repetitive hand and wrist motion, use of computers and internal office equipment

Benefits

We are proud to offer a robust benefits package to our team members including:

• Competitive hourly pay
• Medical, dental, and vision insurance with multiple plan options
• Short- and Long-Term Disability
• Employer-paid Life Insurance with buy-up options
• Accident Care
• Hospital Indemnity
• 401(k) with employer match
• Generous Paid Time Off (PTO)
• Paid holidays
• Team member recognition & reward programs
• Employee discount on products & services

Core Values

At Thomas V Giel, 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 personally