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Window Nation

Posted 28 days ago

Open

Customer Experience Admin

Fulton, MDOn-site

AI Summary

The Customer Experience Admin is the first point of contact for current and former Window Nation customers, handling post-installation communications via phone, chat, and email to provide timely resolutions and ensure customer satisfaction.

About this role

One Goal, One Passion - Growth is Everything at Window Nation

Recruiting the best talent is one of Window Nation's main goals. With growth always being our number one priority, we're committed to finding and keeping the best employees possible. We want you to be your authentic self, we want you to love what you do, we want you to grow with us. Grow professionally and grow personally. We know that we all grow together at Window Nation, and we are proud of that. One Goal, One Passion - Growth is Everything at Window Nation.

The Customer Experience Admin is the first point of contact and facilitator of communication for any current and former Window Nation customer. This person will work closely with our valued customers and our Customer Excellence Team to provide timely resolutions to customers' needs. The Customer Experience Admin is empathetic, compassionate, enthusiastic, and committed to providing outstanding service to our customers.

Core Role Responsibilities

  • Handles post-installation customer communications, triaging inbound phone calls, chat, and emails to drive a one-call resolution environment.
  • Review and action email correspondence appropriately ensuring all communication from customers is being addressed swiftly to assist both the customer and company, leading to faster resolutions and an elevated level of customer satisfaction.
  • Liaise between Window Nation's post-installation customers and support teams.
  • Enter data and upload documents accurately into systems related to customer interactions to ensure that all details are accurately documented to resolve customer needs.
  • Operate with empathy and courtesy toward consumers and colleagues in all interactions to serve the goals of the organization and provide outstanding customer experience.

    • Basic Qualifications

  • High school Diploma, GED or equivalent required.
  • 1+ years of Customer Service experience to include call centers, customer care or help desks.

    • Preferred Qualifications

  • Experience working with a CRM system or other customer tracking software.
  • Experience working with Microsoft Suite products.
  • Ability to organize multiple activities with minimal supervision.
  • Demonstrated success in deadline-driven environment.
  • Customer-centric mindset
  • Strong attention to detail.
  • Ability to communicate with customers with a high level of empathy and understanding, at times deescalating when needed.

    • Skills

    Call CenterCRMCustomer Tracking SoftwareData EntryDocument UploadEmail CorrespondenceMicrosoft Suite

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