Customer Service Representative
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At a glance
Job overview
PGW Auto Glass is hiring a Customer Service Representative. The role handles inbound and outbound customer interactions, ensuring accurate scheduling, billing, and service resolution while delivering excellent customer service in a fast‑paced, team‑oriented environment.
Key focus areas include 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, and Troubleshoot and resolve customer complaints, including shipping issues, product concerns, and service discrepancies.
Important skills include Strong Communication, Problem-Solving Abilities, Delivering Excellent Customer Service, Manage Customer Inquiries, Manage Orders, and Manage Complaints.
Skills & qualifications
Skills
Qualifications
Full job description
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 :
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Respond to inbound customer calls and emails regarding price quotes, orders, scheduling, billing, and service inquiries.
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Provide professional and efficient customer service while maintaining a high level of courtesy and accuracy.
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Troubleshoot and resolve customer complaints, including shipping issues, product concerns, and service discrepancies.
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Facilitate returns and coordinate with distribution centers and suppliers to ensure accurate processing.
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Maintain accurate documentation of customer interactions, issues, and resolutions using CRM software.
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Follow up with customers throughout the resolution process to ensure satisfaction.
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Route calls to the appropriate department when necessary, ensuring a seamless customer experience.
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Assist in generating sales and upselling opportunities based on inbound customer inquiries.
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Stay knowledgeable about product inventory, ADAS systems, and calibration processes to provide accurate information to customers.
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Ensure consistent communication between the company and customers to foster strong relationships.
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Perform data entry, process cancellations, credits, and invoicing as needed.
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Support additional call center functions and assume other duties as assigned.
Qualifications & Skills :
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Strong verbal and written communication skills with the ability to convey information clearly and professionally.
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Previous customer service experience in a call center environment.
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Ability to multi-task in a fast-paced, high-volume environment.
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Strong problem-solving and conflict resolution skills.
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Attention to detail and ability to work under frequent interruptions.
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Experience using CRM systems and data entry tools.
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Sound knowledge of customer service principles and best practices.
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Ability to work independently and as part of a team.
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High School diploma or equivalent required.
Work Environment & Physical Requirements (if applicable ):
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Work is primarily sedentary; must be able to sit for extended periods while using a computer, keyboard, and mouse.
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Occasional lifting and moving up to 50 lbs. may be required.
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Fast-paced environment with frequent customer interactions and problem resolution.
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Some overtime may be required as needed.
Pay Rate: $20. per hour
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