CCR Customer Care Representative

Project Job Title : Customer Care Representative

Department : Customer Care

Reports to : Customer Care Manager

Status : Full-Time, On-Site

FLSA Status : Non-Exempt

About Us :

Alpen High Performance Products is a pioneering U.S. manufacturer known for producing the most insulating windows on the market. We are dedicated to sustainability, innovation, and exceptional quality.

Customer Care Representative (CCR)

The Customer Care Representative (CCR) provides support to customers throughout the services and warranty process. This role involves coordinating and providing product and service information, processing orders, answering questions and resolving any emerging issues customers may face.

• Key Responsibilities :
• Work collaboratively as part of a team, including shared responsibilities and job duties
• Initiate first contact with customers via phone, text, or email
• Respond to phone inquiries within two hours and email inquiries within one business day.
• Approach each interaction with empathy and accuracy to provide a personalized experience
• Create and manage both electronic and physical files using Salesforce and Paradigm
• Write accurate and detailed service orders to address customer issues
• Maintain positive and professional communication with customers
• Provide follow-up communications and documentation to ensure customer satisfaction
• Coordinate with the Production Scheduler to complete service and warranty orders
• Participate in meetings as needed
• Other duties as assigned

Qualifications & Skills :