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Window Nation, LLC Verified
Home Improvement, Construction, Retail

Customer Experience Admin

Fulton, MDOnsiteFull TimeEntry-level (exp-based)Posted 2 months ago

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Required skills

  • Customer Service
  • call centers
  • customer care
  • help desks
  • inbound phone calls
  • chat
  • emails
  • one-call resolution
  • email correspondence
  • customer satisfaction

Nice to have

  • CRM system
  • customer tracking software
  • Microsoft Suite products
  • organize multiple activities
  • minimal supervision
  • deadline-driven environment

Role summary

Window Nation is seeking a Customer Experience Admin to serve as the primary point of contact for current and former customers. This role involves managing post-installation communications, triaging customer inquiries via phone, chat, and email to achieve one-call resolutions. The ideal candidate will be empathetic, compassionate, and committed to delivering outstanding customer service, liaising between customers and internal support teams, and accurately documenting customer interactions in company systems. A High School Diploma or equivalent and at least 1 year of customer service experience are required.

One Goal, One Passion - Growth is Everything at Window Nation
Recruiting the best talent is one of Window Nation's main goals. With growth always being our number one priority, we're committed to finding and keeping the best employees possible. We want you to be your authentic self, we want you to love what you do, we want you to grow with us. Grow professionally and grow personally. We know that we all grow together at Window Nation, and we are proud of that. One Goal, One Passion - Growth is Everything at Window Nation.
The Customer Experience Admin is the first point of contact and facilitator of communication for any current and former Window Nation customer. This person will work closely with our valued customers and our Customer Excellence Team to provide timely resolutions to customers' needs. The Customer Experience Admin is empathetic, compassionate, enthusiastic, and committed to providing outstanding service to our customers.

Core Role Responsibilities

  • Handles post-installation customer communications, triaging inbound phone calls, chat, and emails to drive a one-call resolution environment.
  • Review and action email correspondence appropriately ensuring all communication from customers is being addressed swiftly to assist both the customer and company, leading to faster resolutions and an elevated level of customer satisfaction.
  • Liaise between Window Nation's post-installation customers and support teams.
  • Enter data and upload documents accurately into systems related to customer interactions to ensure that all details are accurately documented to resolve customer needs.
  • Operate with empathy and courtesy toward consumers and colleagues in all interactions to serve the goals of the organization and provide outstanding customer experience.

    • Basic Qualifications

  • High school Diploma, GED or equivalent required.
  • 1+ years of Customer Service experience to include call centers, customer care or help desks.

    • Preferred Qualifications

  • Experience working with a CRM system or other customer tracking software.
  • Experience working with Microsoft Suite products.
  • Ability to organize multiple activities with minimal supervision.
  • Demonstrated success in deadline-driven environment.
  • Customer-centric mindset
  • Strong attention to detail.
  • Ability to communicate with customers with a high level of empathy and understanding, at times deescalating when needed.
    • Window Nation cultivates a culture of inclusion that respects our employees' individual strengths, views, and experiences. We believe our differences make us a better team – one that makes good decisions, drives innovation, and delivers better business results.
    At this time, Window Nation is unable to provide sponsorship for employment visas now or in the future. Candidates must be authorized to work in the United States on a permanent basis without the need for current or future visa sponsorship.
    All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.
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