Lead Customer Support Specialist

1 week ago

Baton Rouge, United States Window World of Baton Rouge, LLC Full time

Summary

America's leading replacement window company, Window World, is looking for a Lead Customer Service Representative to join our headquarters in Baton Rouge, LA. In this position, you'll be responsible for ensuring best-in-class customer experience by assisting customers with products and services-related questions and resolving customer concerns with urgency. Bring your customer service skills and determination, and we'll give you the tools you need to succeed. We want you to climb the ladder with us so ask about the opportunities for growth at Window World

Responsibilities

  • Handle customer inquiries through various communication channels including over the phone, email, online chat, text messaging, or in person
  • Answers questions related to products, policies, and services offered by the organization
  • Schedule appointments for estimates, installations, and other related services
  • Review customer account information to identify and resolve customer concerns and escalate issues beyond their expertise level
  • Engage appropriate resources and route calls for follow up and resolution
  • Accurately create and update customer accounts and input records of customer interactions
  • Collect and process payment transactions
  • Contact customers in support of outbound program initiatives
  • Recommend improvements in processes, policies, and procedures to prevent future gaps in customer experience
  • Actively support and meet the organization's performance metrics including call quality, call handling time, call wrap time, and attendance
  • Provide assistance with training and orientation for other Team Members when assigned
  • Performs other duties as assigned or requested by management

Qualifications:

  • High school diploma or equivalent; Associate's or Bachelor's degree preferred
  • At least 5 +years of experience in a customer service or call center environment, with a proven track record of handling complex customer issues
  • Advanced problem-solving skills with the ability to resolve escalated customer issues quickly and effectively
  • Strong communication skills, including active listening and the ability to clearly explain policies and procedures to customers
  • Experience working in a fast-paced environment with a focus on delivering high-quality service under pressure
  • Proficient with customer service software and Microsoft Office Suite; experience with CRM tools (e.g., Salesforce) or contact center software is a plus
  • Exceptional organizational skills with a keen attention to detail and accuracy in data entry and account management
  • Demonstrated ability to meet and exceed performance metrics, such as call handling time, customer satisfaction, and issue resolution
  • Service-oriented mindset with a focus on delivering an exceptional customer experience and building long-term relationships
  • Ability to work independently and manage multiple tasks effectively, while providing guidance and support to less experienced team members
  • Experience in training or mentoring junior team members, and providing constructive feedback to support their development
  • Strong conflict resolution skills and the ability to de-escalate difficult customer situations professionally and empathetically
  • Bilingual (English/Spanish) is a plus but not required
  • Ability to work in person during office hours (Monday - Friday, 8:00 AM - 5:00 PM), with occasional rotating Saturdays from 8:00 AM - 12:00 PM
Benefits
  • Paid weekly
  • 401k with company matching contributions
  • Comprehensive benefits package including, vision, dental, and health insurance
  • Paid time off (PTO) and vacation that accrues over time
  • Opportunities for advancement and bonuses

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