Customer Service Representative

Apple Door Systems is seeking a Customer Service Representative who will be the first point of contact for customers across various communication channels. This role is responsible for delivering exceptional customer experiences, managing appointment scheduling, and resolving customer issues efficiently.

Responsibilities:

• Professionally handle inbound and outbound customer interactions across phone, chat, email, SMS, and web inquiry channels
• Deliver a positive, empathetic, and solution-oriented customer experience during every interaction
• Resolve customer inquiries efficiently while minimizing unnecessary transfers or repeat contacts
• Take ownership of customer interactions through appropriate resolution, scheduling, escalation, or warm handoff
• Effectively manage multiple customer conversations and workflows in a fast-paced contact center environment
• Maintain professionalism, accuracy, and responsiveness while balancing customer experience and operational expectations
• Schedule service appointments, maintenance visits, inspections, estimates, and installation consultations
• Utilize effective diagnostic questioning to identify customer needs and support accurate service scheduling on the first interaction whenever possible
• Gather accurate customer and service information to support technician routing and dispatch coordination
• Coordinate with dispatch and operations teams to support schedule efficiency and customer satisfaction
• Capture complete and accurate lead and customer information within company systems
• Support conversion of inbound inquiries into booked appointments through effective communication and call ownership
• Identify opportunities for additional services, maintenance programs, inspections, or product consultations when appropriate
• Perform outbound follow-up calls related to web inquiries, missed calls, appointment confirmations, reschedules, and customer outreach initiatives
• Support abandoned call recovery and follow-up activities in alignment with operational procedures
• Ability to navigate multiple computer systems, applications, and communication platforms simultaneously
• Proficiency with Microsoft Office applications, including Outlook, Teams, and basic data entry functions
• Experience using contact center platforms, dialers, phone systems, CRM systems, or customer communication software preferred
• Strong keyboarding, computer navigation, and multitasking skills in a fast-paced environment
• Ability to learn and adapt to new technologies, systems, and operational tools
• CSRs are expected to consistently meet established performance standards related to customer experience and quality assurance
• First-call resolution and effective call ownership
• Appointment booking and lead handling effectiveness
• Productivity and responsiveness across communication channels
• Accuracy of customer documentation and scheduling
• Attendance, punctuality, and schedule adherence
• Compliance with company workflows, procedures, and operational standards

Requirements:

• High school diploma or equivalent (GED)
• Must have reliable transportation to and from work
• At least one year of experience in a customer service role
• Experience in handling incoming orders, processing shipments, and ensuring timely delivery
• Proficiency in scheduling appointments and managing service requests from customers
• Skilled in Microsoft Office Suite, Teams, and Outlook Email
• Teamwork-centric mindset with a collaborative attitude towards achieving department and company goals
• Ability to prioritize tasks and meet deadlines in a fast-paced environment
• Excellent interpersonal and communication skills to interact with customers professionally and handle customer inquiries effectively
• Attention to detail and organizational skills
• Order processing and shipment management
• Appointment scheduling and time management proficiency
• Excellent problem-solving abilities
• Logistical support and coordination capabilities
• Experience using contact center platforms, dialers, phone systems, CRM systems, or customer communication software preferred