Customer Service Representative I

Job Details: Job Location: Northumberland PA - Northumberland, PA, Salary Range: Undisclosed, Job Category: Customer Service, At 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.
Qualifications: Education
    •    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.