CS: Representative, Customer Service

Level 1 Customer Service Agent

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…