Customer Service Representative 1 - San Jose

Summary

Receives questions from customers and follows established procedures to provide answers or refer calls to appropriate staff. Typical questions are focused on order status, product information, account status, pricing, product or service.

• Field inbound customer service support calls with potential for extended periods of high volume.
• Take sales calls and offer required upsells – make compelling offers, present appropriate alternatives when necessary, and ask for the sale.
• Apply active listening skills, interject and paraphrase appropriately to best understand the customer’s needs and wants.
• Troubleshoot customer service problems.
• Process orders in a fast‑paced environment.
• Provide knowledgeable answers to questions about product, pricing and availability.
• Help customers navigate the website and place orders online.
• Work with internal departments to meet customers’ needs.
• Work with customers to resolve product returns, shipping inquiries and order status questions.
• Other related job duties as assigned.

• 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.
• Strong oral and written communication skills; strong interpersonal skills.
• Knowledge of customer service principles and practices; thorough knowledge of products and quality standards.
• Microsoft Office proficiency, computer skills, keyboarding and 10‑key skills.
• Ability to network and coordinate work with customers and suppliers; manage effectively time to meet targets and deadlines; ability to multitask.

• Thorough knowledge of products and quality standards; extensive knowledge of product catalog and troubleshooting techniques.
• Knowledge of customer service principles and practices.
• Microsoft Office proficiency, computer, keyboarding and 10‑key skills.
• Strong oral and written communication skills and strong interpersonal skills.
• Positive, upbeat and professional demeanor; "Yes We Can!" attitude; engaging verbal communication skills by phone and in person; handling high volume phones and fast paced environment.

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

• Day shift – Monday to Friday

Job Unit:
Customer Service

Position:
Non‑Exempt

Salary:
Hourly – $23.00 - $28.00 / hour

Hörmann is an Equal Opportunity Employer with a diverse employment environment.

Hörmann is a drug‑free workplace. A pre‑employment drug test must be negative regardless of whether you live, test or plan to work in an area that permits legalized use of marijuana for either medical or recreational purposes.

All offers of employment will be contingent upon successfully passing a criminal background check and a pre‑employment drug test.