Customer Service Representative

In-office with hybrid remote days and occasional remote work designations; primary responsibilities include answering incoming calls, providing concierge-level service to Forte A accounts, resolving customer requests and inquiries, maintaining knowledge of products and e-tools, proper internal escalation, building relationships with customers and Territory Sales Managers, ensuring timely issue resolution, handling difficult customers professionally, researching and resolving medium-to-high complexity complaints, assisting with basic DoorBuilder estimating and order-entry questions, collaborating with team members, and maintaining 90%+ phone/email quality scores. Requires flexibility to adjust on-site days, overtime as needed, and adherence to confidentiality and security protocols. Education requirement includes a high school diploma or equivalent, with an associate degree or higher preferred; 3-5 years of relevant customer service experience is expected. The role involves in-office presence with selective remote work opportunities based on business needs, and interaction across multiple departments to support customer needs and cross-functional alignment.