Customer Service Representative

The Customer Service Representative (CSR) plays a key role in ensuring a seamless customer experience from project initiation through completion. This position supports operations and installation teams by managing communication, scheduling, and coordination across departments. The CSR utilizes the company’s ERP system (NetSuite) to update customers, schedule installations and services, coordinate with warehouse and field personnel, and help ensure projects are completed accurately and on time.

Location: West Palm Beach, FL (On-Site)

Duties/Responsibilities

• Serve as the primary point of contact between customers, installation teams, warehouse staff, and other departments, relaying information and updates efficiently.
• Provide timely and professional communication with customers via phone, email, and other platforms.
• Enter and update project information, track progress, schedule installations and service calls, and maintain accurate records.
• Coordinate logistics with warehouse and field personnel to ensure materials and resources are available for scheduled work.
• Maintain up-to-date documentation, including contracts, schedules, invoices, and change orders.
• Monitor project timelines and alert team members to potential issues or delays.
• Communicate with purchasing and vendors to order and expedite materials as needed.
• Support the sales and operations teams with administrative tasks and follow-up activities to bring jobs to completion.
• Address and resolve customer questions, concerns, or complaints professionally and efficiently.
• Ensure compliance with company policies, procedures, and applicable regulations.
• Perform other related duties as assigned.

Qualifications

Required Skills/Abilities:

• Minimum 2 years of customer service experience in a project-based or service-oriented environment; Preferably working for a glazing, hurricane protection, window and door, roofing, or general contracting company.
• Excellent verbal and written communication skills, including heavy phone and email interaction.
• Strong organizational skills and exceptional attention to detail.
• Proven ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Computer literate; proficient with Microsoft Office Suite (Outlook, Excel, Word).
• Ability to work collaboratively with internal teams and external partners.
• Strong problem-solving, follow-up, and follow-through skills.

Education And Experience

• HS diploma required, additional education a plus.
• Minimum 2 years of relevant customer service experience required.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.