Customer Service Representative 1

About the Role

Hörmann North America is seeking a Customer Service Representative 1 for their San Jose location. This is a Non-Exempt, Hourly, Full-time position.

Key Responsibilities

• Field inbound customer service support calls, potentially for extended periods of high volume.
• Take sales calls and offer required upsells, making compelling offers, presenting alternatives, and asking for the sale.
• Apply active listening skills, interjecting and paraphrasing to understand customer needs.
• Troubleshoot customer service problems.
• Process orders in a fast-paced environment.
• Provide knowledgeable answers about product, pricing, and availability.
• Assist customers in navigating the website and placing orders online.
• Collaborate with internal departments to meet customer needs.
• Work with customers to resolve product returns, shipping inquiries, and order status questions.
• Perform other related job duties as assigned.

Requirements & Tech Stack

• Microsoft Office
• Proficient computer, keyboarding, and 10-key skills.

Qualifications

• High School Diploma or GED equivalent.
• College coursework preferred but not required.
• One year of professional customer service experience preferred but not required.
• Experience in a manufacturing or garage door industry preferred.
• Thorough knowledge of products and quality standards.
• Knowledge of customer service principles and practices.
• Extensive knowledge of product catalog and troubleshooting techniques.
• Strong oral and written communication skills.
• Strong interpersonal skills.
• Positive, upbeat, and professional demeanor; a “Yes We Can!” attitude.
• Professional, engaging verbal communication skills by phone and in person.
• Ability to handle high volume phones and a fast-paced environment.
• Efficiently network and coordinate work with customers and suppliers.
• Ability to manage time effectively to meet targets and deadlines.
• Ability to excel in a fast-paced environment.
• Ability to multitask is a must.
• Demonstrate passion and enthusiasm for customer service excellence.
• Ability to maintain focus and positivity while resolving challenging or complex problems.
• Team Player: Works well as a member of a group.
• Enthusiastic: Shows intense and eager enjoyment and interest.
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well.
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization.
• Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work.
• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility.

Schedule

• Day Shift
• Monday to Friday

Pay

• $23.00 - $28.00 / Hr.

Benefits

• 401(k)
• 401(k) matching
• Dental Insurance
• Health Insurance
• Health Savings Account
• Life Insurance
• Paid time off
• Tuition reimbursement
• Vision Insurance