Customer Service Representative I

Job DetailsJob Location: Northumberland, PA 17857Job Category: Customer ServiceAt Forte Opening Solutions, we don't just manufacture doors; we create pathways to possibilities. We empower our employees to shape the future of our industry. Join a team where craftsmanship meets cutting-edge technology, and where your ideas can open new doors. Together, we build not just products, but a culture of excellence and collaboration. The CSR Level 1 is an entry level position within customer service and provides daily customer support through phone and e-mail to resolve customer questions and concerns.  This position is primarily in office, with limited flexibility for remote work as approved and based on business needs. These roles require in-person participation for activities that benefit from physical presence, including team alignment, hands-on tasks, training, customer needs, and cross-department coordination. In-Office Work Expectations •    Work remotely on designated days while performing responsibilities that can be completed independently and digitally. •    Attend on-site workdays for collaboration, team meetings, project discussions, training, and operational tasks requiring physical presence. •    Participate in face-to-face interactions that support stronger communication, problem-solving, and cross-functional alignment. •    Maintain consistent communication with leadership and peers across both in-office and remote environments. •    Demonstrate flexibility to adjust on-site days when business needs arise (e.g., staffing needs, escalations, or project milestones). •    Uphold all workplace standards, confidentiality requirements, and security protocols both on-site and remotely. Key Responsibilities •    Answer incoming phone calls professionally and maintain phone metrics and KPIs. •    Provide concierge-level service to assigned top-level Forte A accounts. •    Resolve customer requests including samples, order documents, inquiries, and account updates. •    Demonstrate strong knowledge of product complexity and e-tools. •    Execute proper internal escalation when needed. •    Build professional relationships with customers and Territory Sales Managers. •    Ensure timely and thorough issue resolution. •    Handle stressful situations and difficult customers calmly and professionally. •    Research, document, and resolve customer complaints of medium to high complexity. •    Assist with basic DoorBuilder estimating and order entry questions. •    Collaborate with team members to share knowledge. •    Maintain phone and email quality evaluation scores of 90% or higher. •    Perform other duties as assigned. QualificationsEducation     •    High school education required, Associate Degree or higher preferred  Experience  •    Minimum 1-2 years of previous experience in customer service. •    Manufacturing, call center, or building supplies industry experience preferred Additional Requirements •    Must be flexible to work overtime as business needs require.