Customer Service Representative- Horizons

Customer Service Representative

The Best Experience Company:

Our tagline is “The Best Experience Company.” More than just a set of words, itrepresentsthe essence of who we areat Springs Window Fashions. As North America’s premier window covering company,we’recommitted to creating the Best Experience for our associates,customers, business partners, and communities.

We want you to join our team of passionate self-starters who believe the world is full of Best Experience opportunities. So, ifyou’reexcited about the thought of a Best Experience career with a team focused on creating Best Experiences for all, we want to hear from you!

Customer Service Team:

At Springs Window Fashions, our friendly and talented customer service team consists of dedicated individuals motivated by their passion for service and providing the best experience for our customers and consumers.

All Customer Service Representatives are assigned a Success Coach toaidin understanding performance and career pathopportunitiesfor continued growth and advancement. Associates also receive paidcomprehensivetrainingon products,accounts,and systems.

Key Objectives and Responsibilities:

Inbound Customer Support (No Sales / Cold Calling):

• Handle a high volume of inbound customer inquiries in a professional and courteous mannervia phone, email,text/chatorsocial media

• Provideaccurateinformation whilemaintaininga strong customer-first mindset

• Ensure all interactions reflect company standards for service quality and responsiveness

Pre-Sales Assistance:

• Respond to customer questionsregardingproducts, specifications, pricing, availability, and usage based on internal support resources

• Guide customers through product selection by clarifying needs and recommending appropriate solutions

• Utilize internalresourcesto providetimelyandaccurateinformation

• Process customer requests including:

• Entry of sampleswatchorders

• Preparation and entry of quotes

• Entry of new product orders

• Verify order details for accuracy, including pricing, specifications, and delivery requirements

• Communicate clearly with customersregardingtimelines, product options, and next steps

Post-Sales Assistance:

• Provide ongoing support after theinitialpurchase to ensure customer satisfaction and issue resolution

• Serve as a primary point of contact for order-related questions and concerns

Order Status & Tracking:

• Monitor and provide updates on order progress, shipment details, and delivery timelines

• Proactively communicate delays or changes to customers and offer solutions when needed

Troubleshooting & Issue Resolution:

• Assist customers with product or order-related issues using established troubleshooting guides and resources

• Identify root causes of problems and guide customers through appropriate solutions

• Escalate complex or unresolved issues to appropriate departments as necessary

Order Adjustments & Processing:

• Replacement parts orders

• Repair requests

• Remake orders due to defects, damage, or errors

• Ensure all entries areaccurateand align with company policies and procedures

Credits & Adjustments:

• Review and process customer credit request sin accordance with company guidelines

• Investigate discrepancies and ensure proper documentation for approvals

• Communicate resolutions clearly and professionally to customers

General Responsibilities Across All Areas:

• Maintainaccurateand detailed records of all customer interactions in internal systems

• Follow company procedures, service standards, and documentation requirements

• Collaborate with internal teams (sales, production, shipping) to resolve customer needs

• Meet performance expectations related to response time, accuracy, and customer satisfaction

Qualifications:

• Strong customer communication skills, including clear written and verbal communication, active listening, and a…