Job description
JOB SUMMARY
The Service Representative is responsible for providing professional assistance to current customers by creating tickets about any issues regarding fixing their windows. This position is part of a group responsible for direct customer technical support on the windows.
ESSENTIAL FUNCTIONS
Comply with Company Safety Policies.
Regular attendance, timeliness and scheduling flexibility.
Provide safety leadership in promoting and creating a zero-injury safety culture.
Answer inbound customers calls from current customers.
Assist customers by creating tickets to send a service tech to fix an issue with the product.
Resolve customer discrepancies by proactively offering resolutions.
Build rapport with current customers.
Gather and prepare documentation regarding product failure.
Educate customers on product for optimal understanding.
Escalate customer complaints.
Special projects and other duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES
The employee should hold the following abilities:
Must be able to work well in a team environment.
Must possess strong communication and organizational skills.
Ability to work well with people at all levels.
Must have strong leadership skills and ability to professionally lead associates by example.
Ability to change or adapt work practices, priorities, or procedures.
Ability to think and take constructive action in work-related matters.
Must have the ability to multi-task.
Must be able to work independently and use good judgment.
Ability to maintain attention to detail.
Ability to handle confidential information.
Demonstrate excellent time management skills, prioritizing and handling multiple tasks at the same time.
EDUCATION AND/OR EXPERIENCE
The employee should have the following:
Computer and software experience.
Must have great organization, communications and time management skills.
ESSENTIAL PHYSICAL REQUIREMENTS/WORK ENVIRONMENT
The employee should possess the ability to:
Prolong sitting or in stationary position.
Wear all required personal protective equipment (hearing, vision and hardhat protection).
Ability to move or traverse about the facilities.
Must be able to ascend/descend stairs or ladders.
Ability to work around dust, chemicals, and other substances, and in various environmental conditions.
Exposure to external and internal temperature fluctuations.
Exposure to sounds or noise levels that maybe uncomfortable.
Ability to stand for up to 12 hours performing shift work or in a stationary position.
Perform repetitive movements.
Bend or twist.
Wear all required personal protective equipment.
Work in constant noise levels above 85 decibels.
Handle, control or feel objects, tools or controls.
Able to lift/move up to 50 pounds.
Westlake Management Services, Inc. is proud to offer equal employment opportunities to qualified applicants to join our company and to succeed as members of our team regardless of race, religion, color, national origin, ancestry, disability, genetic information, marital status, gender, gender identity, sexual orientation, age, veteran status, or any other characteristic protected by law.
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