Customer service representative

Job Title: Customer Service Representative at Mr. Glazier

Company Overview:

Welcome to Mr. Glazier, a leading provider of exceptional glass solutions for homeowners, architects, designers, and contractors. Join our team and contribute to projects that involve windows, glass doors, shower enclosures, store fronts, glass partitions, and more.

At Mr. Glazier, you'll be part of a dynamic environment focused on delivering tailored, high-quality solutions that enhance spaces. Our Manhattan showroom in the prestigious D&D Building showcases our diverse glass products, where our experts guide clients in finding the perfect options.

Position Overview: As a Customer Service Representative, you will play a crucial role in ensuring a positive customer experience by addressing inquiries, resolving issues, and providing support related to our window repair services. This position is vital to maintaining strong customer relationships and contributing to the overall success of our company.

Key Responsibilities:

1. Customer Interaction:
   • Respond promptly to customer inquiries through various channels, including phone, email, and live chat.
   • Provide accurate information about our window repair services, pricing, and processes.
   • Assist customers in scheduling appointments for window assessments, repairs, and follow-up services.
2. Issue Resolution:
   • Investigate and resolve customer complaints, concerns, and issues in a professional and timely manner.
   • Collaborate with other departments, such as the technical team or sales, to ensure effective problem resolution.
   • Keep detailed records of customer interactions, transactions, comments, and complaints.
3. Product Knowledge:
   • Stay informed about our window repair products, services, and industry trends.
   • Provide clear and concise information to customers regarding product features, benefits, and warranties.
4. Process Improvement:
   • Identify opportunities for process improvement and recommend solutions to enhance the customer experience.
   • Collaborate with the management team to implement changes and improvements.
5. Quality Assurance:
   • Conduct customer satisfaction surveys to gather feedback and identify areas for improvement.
   • Work closely with the quality assurance team to ensure service delivery meets or exceeds customer expectations.

Qualifications:

• Previous experience in customer service, preferably in the home improvement or construction industry.
• Strong communication skills, both written and verbal, with an emphasis on active listening.
• Fluency in English at B2-C1 level is essential to effectively communicate with our English-speaking clients.
• Empathy and patience in dealing with customer concerns and inquiries.
• Ability to multitask and prioritize in a fast-paced environment.
• Familiarity with CRM software and customer support tools is a plus.
• Possibility to work in the US time zone (15:00 – till 01.00 Kyiv time).

We are working for US market, so our working hours in Ukraine 3 pm till 01 am. 

Perks and Benefits:

• Remote Work: Enjoy the flexibility of working remotely from anywhere.

• Competitive Salary: We offer a competitive salary in US dollars to recognize and reward your outstanding performance.

• Growth Opportunities: We are committed to your professional development, providing you with opportunities to grow alongside our company.

• Supportive Workplace Culture: Experience a collaborative and inclusive culture where your ideas are encouraged.

Join us at Mr. Glazier, where you'll be part of a dynamic and motivated team, working together to redefine the window repair industry. Embrace the flexibility of remote work, while enjoying a supportive and inclusive work culture that encourages personal and professional growth.

Don't miss out on this exciting opportunity to be part of our expansion journey. Apply now and showcase your passion for customer service excellence as a Remote Customer Service Representative at Mr. Glazier! Together, let's create a brighter future for our customers and our team.