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Customer Service Representative

Description

 

Who We Are  

At Erie Home, we are a fast-growing, premium home improvement company, ranked among the Top 10 of Qualified Remodeler's Top 500 for 2024 and featured on the INC 5000 list. With nearly 100 locations and $525M in annual revenue, we’re rapidly expanding and looking for a strategic, hands-on digital leader to drive our paid search performance to the next level.? 

About the Role  

In this role, responsibilities include handling customer complaints and inquiries to ensure a high level of satisfaction. The position involves close collaboration with Customer Service Representatives (CSRs) and other departments to effectively resolve issues and support the Installation Department by conducting customer completion calls. Additionally, the role provides valuable feedback to Department Managers to help drive continuous improvement. A strong emphasis is placed on going the extra mile to uphold and enhance the company’s exceptional service reputation and ensure overall customer happiness. 

Work Environment:  

  • Toledo, OH (Headquarters)? 
  • On-Site 
  • Full-Time? 

Key Responsibilities:  

  • Set Office Schedule: You'll enjoy a consistent Monday through Friday schedule from 8 AM to 5 PM. 
  • Customer Communication Savvy: With 3 years of prior experience in customer communication, you're well-prepared for this role. 
  • Goal-Oriented:?A strong focus on performance-based goals and the drive to meet them is key. 
  • Persuasion: Leverage your ability to hold persuasive conversations over the phone, a valuable skill in this position. 
  • Resilience:?Capable of handling and overcoming customer objections, you demonstrate the resilience needed in this role. 
  • Effective Communication:?Your strong communication skills, both verbal and written, ensure your success. 
  • Competitive Drive:?With a self-driven, competitive spirit, you strive for excellence in all you do. 
  • Tech Proficiency:?Show your computer proficiency, including data entry skills. 

Benefits:  

  • Competitive Compensation? 
  • Full Insurance Package: medical, dental, vision, life, disability, supplemental, and more? 
  • FSA/HSA Options? 
  • 401(k) with company match? 
  • Paid Personal Time Off & Holiday Pay? 
  • Growth Opportunities in a Fast-Paced Environment? 

Requirements

 

Requirements:  

• Consistent Monday through Friday schedule, 8 AM to 5 PM. 

• 3 years of experience in customer communication. 

• Ability to handle and overcome customer objections. 

• Proficient in computer use and data entry.  


Join Us & Lead the Future of Customer Service!  

If you have a passion for delivering exceptional customer experiences and enjoy solving problems, we’d love to have you on our team as a Customer Service Representative. In this role, you’ll be the first point of contact for our customers, providing friendly, knowledgeable support and ensuring every interaction reflects our commitment to excellence. You’ll work closely with cross-functional teams to resolve issues, assist with follow-up processes like post-installation calls, and share valuable feedback to help improve our services. If you take pride in going the extra mile and find satisfaction in turning challenges into positive outcomes, join our team! 


About Erie Home:  

Established in 1976 and headquartered in Toledo, Ohio, Erie Home is a national leader in home improvement, consistently ranking among the Top 10 in Qualified Remodeler's Top 500 for 2024. With nearly 100 locations and over $525M in annual revenue, we are rapidly expanding into new markets, backed by decades of industry expertise and the support of Gridiron Capital.? 

At Erie Home, we transform houses into homes with industry-leading residential roofing and basement waterproofing solutions, protecting homeowners' most valuable investments. Join a company where growth, connection, and leadership drive continued success.? 


Erie Home is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, age, military service, or any other protected class. If you need a reasonable accommodation due to a disability, please contact Human Resources with your request and contact information.  

Average salary estimate

$47500 / YEARLY (est.)
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$40000K
$55000K

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What You Should Know About Customer Service Representative, Erie Home

At Erie Home, we are excited to invite you to apply for our Customer Service Representative position in Toledo, Ohio! We pride ourselves on being a fast-growing, premium home improvement company featured among the Top 10 of Qualified Remodeler's Top 500 for 2024. With almost 100 locations and an impressive $525M in annual revenue, we offer an environment where growth and connection thrive. As a Customer Service Representative, you’ll act as the friendly face of our company, expertly handling customer complaints and inquiries to ensure their satisfaction. You’ll work closely with other Customer Service Representatives and various departments to ensure everything runs smoothly and efficiently. This role isn’t just about answering the phone; it’s about being an advocate for our customers, solving problems, and driving continuous improvement by providing valuable feedback to our department managers. Imagine working Monday through Friday from 8 AM to 5 PM, leaving your weekends free to recharge! If you’ve got three years of experience in customer communication, a knack for persuasive conversation, and resilience when faced with challenges, you might be the perfect fit for our team. Join us in upholding our reputation for exceptional service, and help turn challenges into positive experiences. In exchange, we offer competitive pay, comprehensive insurance benefits, 401(k) with a match, and ample opportunities for growth. If you’re ready to lead the future of customer service and thrive in a fast-paced environment, we can’t wait to meet you!

Frequently Asked Questions (FAQs) for Customer Service Representative Role at Erie Home
What are the primary responsibilities of a Customer Service Representative at Erie Home?

As a Customer Service Representative at Erie Home, your primary responsibilities will include handling customer complaints and inquiries to ensure satisfaction, collaborating with other departments to resolve issues, conducting post-installation customer calls, and providing valuable feedback to department managers. Your role is crucial in maintaining Erie Home's high standards of service.

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What qualifications do I need to apply for the Customer Service Representative position at Erie Home?

To qualify for the Customer Service Representative position at Erie Home, you should have at least three years of experience in customer communication, strong problem-solving skills, excellent verbal and written communication abilities, and proficiency in computer skills including data entry. A persuasive communication style and resilience in handling objections are also essential.

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How does Erie Home support the growth of its Customer Service Representatives?

At Erie Home, we believe in fostering growth for our Customer Service Representatives through various training opportunities, mentorship programs, and a consistent feedback loop from managers. We offer a supportive work environment that encourages professional development and continuous improvement.

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What is the work schedule for the Customer Service Representative role at Erie Home?

The Customer Service Representative role at Erie Home features a consistent Monday to Friday schedule, from 8 AM to 5 PM. This structure allows you to enjoy your evenings and weekends, promoting a healthy work-life balance.

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What benefits can I expect as a Customer Service Representative at Erie Home?

As a Customer Service Representative at Erie Home, you can expect a competitive compensation package, a comprehensive insurance package including medical, dental, and vision coverage, 401(k) plans with company matching, paid personal time off, holiday pay, as well as opportunities for career advancement within the company.

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Common Interview Questions for Customer Service Representative
Can you describe your experience with handling customer complaints?

It's vital to share specific examples from your past where you effectively resolved customer complaints. Highlight your approach to understanding the customer’s concerns, any steps you took to find a resolution, and how you followed up to ensure their satisfaction.

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How do you handle objections from customers?

Discuss strategies you use to understand the customer's perspective and calmly address their objections. Providing an example of a situation where you successfully turned a negative interaction into a positive outcome can demonstrate your skills effectively.

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What motivates you to provide excellent customer service?

You can express a genuine passion for helping people and solving problems. Sharing what you enjoy about making customers happy and the importance of building positive relationships will illustrate your commitment to customer satisfaction.

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How do you prioritize tasks when dealing with multiple customer inquiries?

Talk about your ability to assess urgency and importance. Mention any organizational tools or techniques you use to keep track of tasks, ensuring that all customers receive timely responses.

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Describe a time when you received constructive criticism. How did you handle it?

This is an opportunity to showcase your willingness to learn and grow. Explain how you embraced the feedback, what actions you took to improve, and how it ultimately helped you perform better in your role.

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What strategies do you use to ensure clear communication with customers?

Emphasize the importance of active listening, using clear language, and confirming understanding. Describe techniques you might use, such as summarizing the customer's concerns and asking follow-up questions.

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How would you deal with a difficult customer?

Explain your approach to remaining calm and professional while understanding the customer's feelings. Discuss how you would try to address their concerns empathetically and find a solution that satisfies both parties.

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What do you know about Erie Home and our services?

Before the interview, research Erie Home’s history, values, and range of services. This knowledge reflects your interest in the company and your desire to align with its mission. Discuss specific offerings that resonate with you.

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How would your previous coworkers describe your work ethic?

Think about your key skills such as reliability, teamwork, and drive. Share examples that demonstrate your work ethic for your potential employer to see how well you'd fit into Erie Home's culture.

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Why do you want to work for Erie Home as a Customer Service Representative?

Express your enthusiasm for the role and the company. Mention aspects like Erie Home's reputation for excellence, its growth in the industry, or your passion for providing quality customer service that aligns with the company’s mission.

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Mission | Values | Vision As a national leader in the home improvement industry, our mission is a very clear and dedicated focus to grow, achieve, and experience the next level for both our customers and ourselves. • Our Customers – to supply in...

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DATE POSTED
April 19, 2025

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