Service Processor

Consistently operating with a passion for customer satisfaction, our Service Processors report to the Regional Service Lead (RSL) and review post-installation service requests and warranty claims from customers and branches within their designated regional pod. They proactively communicate with customers, order service parts, and complete services within our established systems. The role performs these activities to ensure service requests are processed efficiently and accurately within the designated departmental goals. Service Processors collaborate with their fellow pod members to provide our customers a superior “singular point of contact” experience.

Core Role Responsibilities

• Engage, listen, and resolve customer issues; ensure a highly personalized customer experience
• Triage service-related issues related to installed Window Nation products
• Swiftly and thoroughly research customer inquiries
• Ensure that scheduling stakeholders can accurately and efficiently schedule service requests
• Demonstrate sound understanding of our products throughout interactions with customers, vendor-partners, etc.
• Order service parts; work with external vendors to ensure product, parts, and service are delivered with a sense of urgency
• Keep customers updated; regularly update customer accounts in the CRM
• Meet individual quantitative performance metrics

Basic Qualifications

• 2+ years of Customer Service experience to include call centers, customer care centers.
• Experience working in a CRM system or other customer tracking software.

Preferred Qualifications

• Ability to handle difficult conversations with a high level of empathy
• Customer-centric mindset
• Ability to provide thorough notes/updates in a CRM
• Experience in Dynamics 365
• Proficiency in Microsoft Office
• Excellent interpersonal and communication skills
• Experience working in a high-volume role
• Demonstrated ability to prioritize tasks and manage time efficiently