Company Description
Universal Iron Doors combines artistic elegance with enduring strength, offering handcrafted iron doors for over 25 years to homes across the West Coast. Based in Los Angeles, we specialize in custom-made premium iron doors with a wide variety of styles available for faster delivery. Our showroom holds the largest selection of iron doors on the West Coast, ensuring customers find the perfect fit for their homes.
**Job Description:**
We are seeking a highly organized and customer-focused **Customer Service & Scheduling Coordinator** to join our team. In this role, you will be responsible for coordinating installation appointments and repair schedules with customers and installers, ensuring smooth communication and timely service delivery. You will serve as the primary point of contact for customers experiencing product defects, providing exceptional support, addressing concerns, and offering effective solutions.
Your role will also involve managing customer interactions related to product issues, including discussing defects, arranging repairs, and ensuring customer satisfaction. Additionally, you will handle administrative tasks such as processing credit card chargebacks and communicating with payment processors and merchants to resolve disputes efficiently.
**Key Responsibilities:**
- Coordinate installation and repair schedules with customers and installers.
- Act as the main contact for customers regarding product defects, providing support, troubleshooting guidance, and resolution options.
- Communicate proactively with customers to manage expectations and ensure a positive experience.
- Handle credit card chargebacks by liaising with payment processors and merchants.
- Maintain accurate records of customer interactions, scheduled appointments, and dispute resolutions using CRM software.
- Utilize CRM systems to track customer interactions, follow-ups, and service histories.
- Collaborate with internal teams to ensure timely and effective service delivery.
- Provide exceptional customer service, demonstrating professionalism and empathy in all interactions.
**Qualifications:**
- Excellent communication and interpersonal skills.
- Strong organizational and multitasking abilities.
- Experience in customer service, scheduling, dispatching, or related fields.
- Must have CRM experience and proficiency in using CRM software.
- Ability to handle sensitive situations with tact and professionalism.
- Familiarity with payment processing and chargeback procedures is a plus.
- Proficient in MS Office and scheduling software.
**Preferred Attributes:**
- Problem-solving mindset.
- Detail-oriented with strong follow-up skills.
- Ability to work independently and as part of a team.
- Customer-centric attitude with a focus on satisfaction.
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