CS Representative, Customer Service I

The Level 1 Customer Service Agent is responsible for providing professional knowledgeable and solution-focused support to customers regarding Genie and Overhead Door residential garage door opener products and related services.

This role assists customers with product programming installation guidance operation maintenance troubleshooting warranty account order billing and general product-related inquiries. Agents are responsible for accurately collecting and documenting customer and product information following established call flows and procedures processing orders when appropriate and identifying opportunities to improve the customer experience.

The position requires strong customer service communication problem-solving technical troubleshooting attention to detail and data-entry skills as well as the ability to learn and apply product knowledge in a fast-paced contact center environment.

Essential Duties & Responsibilities

Customer Service & Technical Support

• Provide professional and knowledgeable customer service through telephone email chat and other supported communication channels.
• Assist customers with Genie and Overhead Door residential garage door opener programming installation guidance operation maintenance troubleshooting and product application or compatibility questions.
• Assist customers with basic questions related to residential garage door operation and the interaction between the garage door and garage door opener.
• Ask effective probing questions to accurately identify customer needs and determine appropriate solutions.
• Troubleshoot product and customer issues and provide clear accurate instructions and explanations.
• Educate customers on the correct and cost-effective use of company products.
• De-escalate difficult or irate customer interactions and determine appropriate solutions to resolve concerns while maintaining a positive customer experience.
• Respond to customer inquiries and complaints regarding company products services policies warranties orders and billing.
• Refer customers to dealers other departments or additional support resources when appropriate.
• Explain and consistently apply company policies procedures warranty guidelines and other applicable processes.

Customer Accounts & Information

• Create and maintain customer accounts using established procedures.
• Accurately collect and verify customer information including name phone number address product model and serial information purchase date installation date purchase location and other information necessary to support the customer.
• Verify and document product and customer information to ensure accurate troubleshooting warranty support order processing and account records.
• Follow established call flows authentication procedures and documentation requirements.
• Accurately document customer interactions resolutions product concerns and other relevant information in company systems.

Orders & Sales Support

• Investigate and resolve customer order and billing inquiries.
• Process orders for applicable products accessories and parts including remotes keypads and other replacement or installation-related components.
• Ensure orders are entered accurately and completely and follow established procedures to minimize order errors.
• Convert appropriate customer inquiries into Furnish and Install sales by educating customers on applicable product features and benefits.
• Educate customers on available products accessories and services based on their individual needs.
• Refer customers to dealers or appropriate sales/support resources when additional assistance is required.

Product Knowledge & Continuous Improvement

• Develop and maintain knowledge of Genie and Overhead Door residential garage door opener products accessories controls and related products as well as applicable competitor products.
• Maintain accurate documentation of recurring customer issues product concerns and trends.
• Identify recurring issues or trends based on customer interactions and communicate relevant findings to leadership.
• Provide feedback and recommendations regarding product improvements based on customer interactions and recurring issues.
• Support communication between Customer Service Product Management Quality and other internal teams by providing accurate customer and product feedback.
• Participate in product system and process testing as requested and provide feedback regarding results.
• Access utilize and provide feedback to support the continued development and accuracy of the internal knowledge base.

Systems Performance & Team Responsibilities

• Navigate multiple computer applications and systems while actively assisting customers.
• Participate in testing and troubleshooting with internal IT support and provide feedback regarding internal systems.
• Meet established department performance expectations and key performance indicators which may include quality productivity average handle time handle/answer rate schedule adherence order accuracy customer experience and other applicable measures.
• Follow established call flows procedures quality standards and documentation requirements.
• Participate in required training coaching meetings and development activities.
• Respond to communications and requests from leadership in a timely and professional manner.
• Work independently while also contributing effectively as part of a team.
• Maintain professional conduct and communication with customers coworkers leadership and business partners.
• Perform other job-related duties and responsibilities as assigned by management.

Skills & Experience

• Previous customer service contact center technical support retail or related experience preferred.
• Strong verbal and written communication skills.
• Strong active listening critical thinking and problem-solving skills.
• Ability to troubleshoot and explain technical product information to customers with varying levels of technical knowledge.
• Ability to learn and retain product system policy and procedural information.
• Comfortable learning and working with residential garage door opener systems and related components.
• Ability to navigate multiple computer applications and systems while assisting customers.
• Strong data-entry and attention-to-detail skills with the ability to accurately document customer and product information.
• Ability to accurately follow established call flows procedures and processes.
• Ability to manage multiple tasks while maintaining accuracy and attention to detail.
• Ability to de-escalate challenging customer interactions and remain professional under pressure.
• Strong organizational and time-management skills with the ability to establish priorities and work with limited supervision.
• Ability to work effectively both independently and as part of a team.
• Ability to receive apply and respond positively to coaching and feedback.
• Ability to maintain confidentiality when handling customer payment account and other sensitive information.

Education

• High school diploma or GED preferred.
• Equivalent combination of education training and relevant experience may be considered.

Confidentiality & Data Security

• Maintain the confidentiality and security of customer company and employee information.
• Handle customer payment information account information personally identifiable information and other sensitive data in accordance with company policies procedures and applicable security requirements.
• Follow established requirements related to customer authentication payment processing privacy and information security.
• Use company systems equipment and information only for authorized business purposes.

Work Schedule & Location

• This is primarily an office-based contact center position.
• Employees may be eligible for hybrid or remote work based on business needs individual performance attendance schedule adherence ability to independently perform job responsibilities and available equipment.
• Remote or hybrid work is not guaranteed and may be modified based on business needs individual performance equipment availability or other applicable business requirements.
• Employees are required to report to the office for new-hire orientation mandatory training meetings coaching refresher training and other required business activities.
• Work schedules may include weekdays weekends holidays or other hours based on department business needs and assigned schedules.

Physical & Work Environment Requirements

• Work is primarily performed in a professional contact center/office environment.
• Ability to sit and work at a computer for extended periods.
• Ability to communicate effectively by telephone and use a computer keyboard mouse headset and other standard office equipment.
• During training and as needed for product support employees may be required to handle assemble inspect and demonstrate residential garage door opener units and related components.
• Employees may be required to handle and inspect powerheads circuit boards wiring remotes wall consoles sensors and other garage door opener components as part of product training and troubleshooting.
• Employees may be required to interact with or inspect the basic components of a residential garage door system to understand and troubleshoot the relationship between the garage door and opener.
• Ability to safely lift move position and inspect product units and components as required for training and job responsibilities.
• Work may involve periods of sustained computer use telephone communication and customer interaction.
• Physical requirements are subject to reasonable accommodation.

Performance Expectations

Employees are expected to:

• Meet established department expectations for attendance and schedule adherence.
• Meet applicable quality productivity customer service order accuracy and other performance standards.
• Maintain proficiency in company products systems policies and procedures.
• Follow established customer service security compliance call flow and operational procedures.
• Accurately document customer interactions and maintain the integrity of customer and product information.
• Participate fully in required training coaching meetings and development activities.
• Maintain professional conduct and communication with customers coworkers leadership and business partners.