Customer Service Representative
About the role
Job Summary: This role involves handling inbound and outbound customer interactions to ensure accurate scheduling, billing, and service resolution. The ideal candidate will have strong communication skills, problem-solving abilities, and a commitment to delivering excellent customer service.
In this role, you will manage customer inquiries, orders, complaints, troubleshooting, and returns while working closely with distribution centers, third-party carriers, and suppliers to resolve issues efficiently in a fast paced, team-oriented environment.
Key Responsibilities & Duties
Respond to inbound customer calls and emails regarding price quotes, orders, scheduling, billing, and service inquiries. Provide professional and efficient customer service while maintaining a high level of courtesy and accuracy. Troubleshoot and resolve customer complaints, including shipping issues, product concerns, and service discrepancies. Facilitate returns and coordinate with distribution centers and suppliers to ensure accurate processing. Maintain accurate documentation of customer interactions, issues, and resolutions using CRM software. Follow up with customers throughout the resolution process to ensure satisfaction. Route calls to the appropriate department when necessary, ensuring a seamless customer experience. Assist in generating sales and upselling opportunities based on inbound customer inquiries. Stay knowledgeable about product inventory, ADAS systems, and calibration processes to provide accurate information to customers. Ensure consistent communication between the company and customers to foster strong relationships. Perform data entry, process cancellations, credits, and invoicing as needed. Support additional call center functions and assume other duties as assigned.
Qualifications & Skills
Strong verbal and written communication skills with the ability to convey information clearly and professionally. Previous customer service experience in a call center environment. Ability to multi-task in a fast-paced, high-volume environment. Strong problem-solving and conflict resolution skills. Attention to detail and ability to work under frequent interruptions. Experience using CRM systems and data entry tools. Sound knowledge of customer service principles and best practices. Ability to work independently and as part of a team. High School diploma or equivalent required.
Work Environment & Physical Requirements (if Applicable)
Work is primarily sedentary; must be able to sit for extended periods while using a computer, keyboard, and mouse. Occasional lifting and moving up to 50 lbs. may be required. Fast-paced environment with frequent customer interactions and problem resolution. Some overtime may be required as needed.
Pay Rate: $20. per hour
About PGW Auto Glass
PGW Auto Glass, a highly reputable supplier of auto glass and shop accessories, operates over 130 distribution branches across the United States and Canada. Our vast distribution network enables us to offer small orders and same-day and overnight deliveries of auto glass. This commitment to customer satisfaction has earned us the trust of over 27,000 customers. We are excited to introduce our newest addition, www.EVERYTHINGAUTOGLASS.com (formerly AutoGlassCRM), to give installers a complete auto-glass business platform.
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Customer Service Representative
About the role
Job Summary: This role involves handling inbound and outbound customer interactions to ensure accurate scheduling, billing, and service resolution. The ideal candidate will have strong communication skills, problem-solving abilities, and a commitment to delivering excellent customer service.
In this role, you will manage customer inquiries, orders, complaints, troubleshooting, and returns while working closely with distribution centers, third-party carriers, and suppliers to resolve issues efficiently in a fast paced, team-oriented environment.
Key Responsibilities & Duties
Respond to inbound customer calls and emails regarding price quotes, orders, scheduling, billing, and service inquiries. Provide professional and efficient customer service while maintaining a high level of courtesy and accuracy. Troubleshoot and resolve customer complaints, including shipping issues, product concerns, and service discrepancies. Facilitate returns and coordinate with distribution centers and suppliers to ensure accurate processing. Maintain accurate documentation of customer interactions, issues, and resolutions using CRM software. Follow up with customers throughout the resolution process to ensure satisfaction. Route calls to the appropriate department when necessary, ensuring a seamless customer experience. Assist in generating sales and upselling opportunities based on inbound customer inquiries. Stay knowledgeable about product inventory, ADAS systems, and calibration processes to provide accurate information to customers. Ensure consistent communication between the company and customers to foster strong relationships. Perform data entry, process cancellations, credits, and invoicing as needed. Support additional call center functions and assume other duties as assigned.
Qualifications & Skills
Strong verbal and written communication skills with the ability to convey information clearly and professionally. Previous customer service experience in a call center environment. Ability to multi-task in a fast-paced, high-volume environment. Strong problem-solving and conflict resolution skills. Attention to detail and ability to work under frequent interruptions. Experience using CRM systems and data entry tools. Sound knowledge of customer service principles and best practices. Ability to work independently and as part of a team. High School diploma or equivalent required.
Work Environment & Physical Requirements (if Applicable)
Work is primarily sedentary; must be able to sit for extended periods while using a computer, keyboard, and mouse. Occasional lifting and moving up to 50 lbs. may be required. Fast-paced environment with frequent customer interactions and problem resolution. Some overtime may be required as needed.
Pay Rate: $20. per hour
About PGW Auto Glass
PGW Auto Glass, a highly reputable supplier of auto glass and shop accessories, operates over 130 distribution branches across the United States and Canada. Our vast distribution network enables us to offer small orders and same-day and overnight deliveries of auto glass. This commitment to customer satisfaction has earned us the trust of over 27,000 customers. We are excited to introduce our newest addition, www.EVERYTHINGAUTOGLASS.com (formerly AutoGlassCRM), to give installers a complete auto-glass business platform.