Job Description

The purpose of a Customer Service Representative is to act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. Efficiently communicate projected installation dates with customers. Additionally, a customer service representative’s purpose is to complete tasks, and resolve challenges with other departments.

Responsibilities and Duties

• Contribute to the achievement of the Avanti objectives by displaying proficiency in their areas while completing projects and responsibilities assigned in a professional manner.

• Take ownership and quickly resolve any issues regarding customer/homeowner requests by managing expectations and scheduling service.

• Ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction by building a sustainable relationship with our customer accounts.

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

• Creating customer service tickets for required service and parts.

• Communicate daily scheduling updates via email, customer service coordinator, and builder scheduling systems.

• Proper documentation of customer activities, progress, and service issues.

• Willingness to provide improved solutions to become more efficient; systems, reporting, communication, labeling etc.

• Cross-train, share best practices and continually learn other departments/locations roles and dynamics for continuous growth.

• All other duties and responsibilities outlined in the customer service playbook or otherwise assigned by leadership.

Qualifications and Skills:

• Punctual and reliable; be at work on time every day and the ability to work in a team environment.

• Strong phone contact handling skills and active listening

• Problem solving skills required, willingness to learn.

• Microsoft Programs experience – Outlook, MS Teams, and MS Excel

• Construction and Window knowledge preferred.

• Bilingual Spanish/English a plus

• Embrace, improve, and more importantly enjoy the opportunity to grow with Avanti.

• Consistency complete day to day tasks of a customer service representative per standard work routine.