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Customer Service Representative
hace 2 semanas
**Job Title**: Customer Service Representative (After-Sale Support)
**Industry**: Home Improvement - Bathroom Remodeling
**Overview**
A growing company in the home improvement industry is seeking a **Customer Service Representative** to join its team and support after-sale operations. The company specializes in bathroom remodeling and is known for its commitment to high-quality workmanship, professionalism, and customer satisfaction. With a dedicated team of 20 professionals and a strong presence in South Florida, the organization is expanding to meet increasing customer demand.
**Position Summary**
The Customer Service Representative will serve as the main point of contact for customers following installation. This role focuses on delivering a seamless post-sale experience through clear communication, issue resolution, and proactive support. The representative will report directly to the Office Manager and play a key role in maintaining customer satisfaction and reinforcing brand trust.
**Key Responsibilities**
- Deliver a positive and professional experience for customers after project completion.
- Handle inquiries, concerns, and complaints related to post-sale services.
- Coordinate installation scheduling by liaising with project management, customers, and homeowner associations.
- Work cross-functionally with internal departments such as sales and installation to resolve issues efficiently.
- Use empathy and calm communication to de-escalate customer issues.
- Maintain detailed records of customer interactions.
- Conduct follow-ups to confirm resolution and satisfaction.
- Manage warranty and claim processes with urgency and accuracy.
- Monitor completed projects and assist with the collection of contract balances.
- Identify opportunities for process improvement within the customer support function.
**Qualifications**
- At least 5 years of customer service experience, preferably with U.S.based clients.
- Excellent fluency in English (spoken and written).
- Strong multitasking and time management skills.
- High-speed internet connection, reliable computer, and audio equipment.
- Access to a backup power source.
- Ability to work in a quiet, professional home office environment.
- Proactive, respectful, and solution-oriented with excellent interpersonal skills.
- CRM experience is a plus but not required.
**Work Schedule**
- Monday to Friday | 9:00 AM - 6:00 PM EST
- Occasional after-hours or weekend availability may be required for urgent post-installation issues or collections (e.g., leak complaints or weekend follow-ups).
**Compensation & Benefits**
- ** Salary**: $1,500 USD/month (paid via ACH monthly)
- ** Paid Time Off**: 2 vacation days and 5 sick/personal days per year
- ** Lunch Break**: 1 hour daily
- ** Training**: 1-2 weeks of remote onboarding and training
