Division Customer Service Specialist

Position: Division Customer Service Specialist

Location: Jacksonville, FL (ONSITE)

Schedule: Monday-Friday, 10:00AM-6:30PM (Full-Time)

Who We Are:

West Shore Home is a technology-driven and industry-leading home improvement company specializing in high-quality and convenient remodels of Bathrooms, Windows, Doors, and Flooring. West Shore Home operates in over 40 locations nationwide and is home to over 3,000 employees!

Purpose of Position:

As a Division Customer Service Specialist at West Shore Home, you will support all Customer Service-related functions in the assigned branch by providing a 5-star experience to customers regarding post-installation services by using best judgement calls and knowledge of all products to diagnose and schedule service visits.

Key Role Accountabilities:

• Responds to customer requests (that arrive via phone, email, text, website, or through other Company employees) for support due to issues relating to post-installation services.
• Reaches out to customers whose installation appointments have resulted as Service Required to verify scope of service needed and arrange for service appointment.
• Uses own judgment and knowledge of products to resolve issues through questioning and trouble-shooting techniques over the phone, email, and text.
• Provides data and feedback to the General Manager, Operations Manager, In-Home Sales Manager, In-Home Assistant Sales Managers, Installation Managers, and Assistant Installation Managers regarding all service-related issues.
• Keeps customer apprised of any service-related schedule changes.

Minimum Requirements:

• High School Diploma or equivalent required.
• Strong with Microsoft Suite. Should be available on Microsoft Teams for communication from Customer Service Manager throughout the day.
• Experience with Salesforce preferred. Will be accountable for creating a case in Salesforce, ordering necessary parts, and scheduling service visits by Service Technician, plumber, Installation Manager, Assistant Installation Manager, Operations Manager, and/or General Manager as the case requires.
• Ability to multitask. Uses own judgment and knowledge of products to resolve issues through questioning and trouble-shooting techniques over the phone, email, and text
• Strong written and verbal communication skills. Responsible for informing customers, requesting quotes, interacting with manufacturers, and keeping General Manager, Operations Manager, and Customer Service Manager apprised of escalated customers as needed.

Benefits:

• Comprehensive Health Insurance options (Medical, Dental, Vision, Accident, Life, Critical Illness, Short and Long-Term Disability)
• 401(k) with company match
• HSA plan with company match
• Paid holidays and paid time off (PTO)
• Employee Referral Program
• Employee Discount Program
• Paid training and unlimited professional growth potential

Compensation:

The hourly pay for this position is $20-$22 per hour. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to experience, knowledge, skills, and abilities as well as geographic location of the position.

Culture and Community:

We believe that when employees feel valued and supported, they perform at their best. Our dedication to fostering a strong, value-driven culture has consistently earned us the Top Workplaces USA award as one of the nation's top employers, including recognition in Leadership, Purpose & Values, and Compensation & Benefits.

West Shore Home strives to Bring Happiness to Every Home and that goes beyond our customers and employees. We support positive change in our communities by volunteering, giving back, and supporting nonprofits that make a difference. Learn more here:

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