CS: Representative, Customer Service

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.

• 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.

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

• 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.

• 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…