Customer Service Representative I

Customer Service Representative I Northumberland, PA 17857; Jefferson City, TN 37760; Marshfield, WI 54449 Apply Overview Category Customer Service Apply Description At Forte Opening Solutions, we don't just manufacture doors; we create pathways to possibilities. We empower our employees to shape the future of our industry. Join a team where craftsmanship meets cutting-edge technology, and where your ideas can open new doors. Together, we build not just products, but a culture of excellence and collaboration. The CSR Level 1 is an entry level position within customer service and provides daily customer support through phone and e-mail to resolve customer questions and concerns. This position is primarily in office, with limited flexibility for remote work as approved and based on business needs. These roles require in-person participation for activities that benefit from physical presence, including team alignment, hands-on tasks, training, customer needs, and cross-department coordination. In-Office Work Expectations • Work remotely on designated days while performing responsibilities that can be completed independently and digitally. • Attend on-site workdays for collaboration, team meetings, project discussions, training, and operational tasks requiring physical presence. • Participate in face-to-face interactions that support stronger communication, problem-solving, and cross-functional alignment. • Maintain consistent communication with leadership and peers across both in-office and remote environments. • Demonstrate flexibility to adjust on-site days when business needs arise (e.g., staffing needs, escalations, or project milestones). • Uphold all workplace standards, confidentiality requirements, and security protocols both on-site and remotely. Key Responsibilities • Answer incoming phone calls professionally and maintain phone metrics and KPIs. • Provide concierge-level service to assigned top-level Forte A accounts. • Resolve customer requests including samples, order documents, inquiries, and account updates. • Demonstrate strong knowledge of product complexity and e-tools. • Execute proper internal escalation when needed. • Build professional relationships with customers and Territory Sales Managers. • Ensure timely and thorough issue resolution. • Handle stressful situations and difficult customers calmly and professionally. • Research, document, and resolve customer complaints of medium to high complexity. • Assist with basic DoorBuilder estimating and order entry questions. • Collaborate with team members to share knowledge. • Maintain phone and email quality evaluation scores of 90% or higher. • Perform other duties as assigned. Qualifications Education • High school education required, Associate Degree or higher preferred Experience • Minimum 1-2 years of previous experience in customer service. • Manufacturing, call center, or building supplies industry experience preferred Additional Requirements • Must be flexible to work overtime as business needs require.