Call Center Customer Service Representative

Customer Experience Coordinator (CEC) Be the voice of the customer. Drive the experience. Make an impact. If you thrive in a fast-paced environment, enjoy helping people, and like the balance of service and sales, this role puts you right in the center of it all. As a Customer Experience Coordinator, you will be the connection point between our customers, service teams, and sales partners, ensuring every interaction is smooth, professional, and memorable. This is more than a customer service role. It is about owning the customer journey from first contact through resolution, while identifying opportunities to enhance their experience along the way. What You'll Do Customer Support & Service Act as the main point of contact for customers throughout scheduling, service, and follow-up Manage service requests from start to finish, including documentation, agreements, and payments Keep customer records accurate and up to date in our CRM system Resolve issues quickly, escalating when needed to ensure a strong customer outcome Communication (Inbound & Outbound) Handle inbound calls, emails, chat, and text inquiries with professionalism and urgency Make outbound calls to confirm appointments, follow up on requests, and support ongoing projects Identify and qualify potential leads while delivering a great customer experience Document all interactions clearly and accurately Collaboration & Coordination Partner with service technicians, sales reps, and internal teams to keep projects on track Coordinate schedules and ensure appointments are set up for success Support Factory Representatives with clear, timely communication Reporting & Improvement Track service results, customer feedback, and lead activity Identify trends and suggest ways to improve processes and customer satisfaction Support team goals and take on additional responsibilities as needed What You Bring Strong communication skills with the ability to build trust quickly Organized and detail-oriented, able to manage multiple priorities A problem-solving mindset with the ability to stay calm under pressure Results-driven approach with the ability to influence and guide conversations Professionalism, accountability, and follow-through Qualifications High School Diploma required; Bachelor's degree preferred Experience in customer service, sales, or call center environment preferred Comfortable using Microsoft Office (Word, Excel, Outlook) Experience with CRM systems is a plus Why Thompson Creek? For more than 45 years, Thompson Creek has built a reputation on quality, trust, and results. Today, we are evolving into something more. A technology-enabled home improvement company focused on delivering a seamless, end-to-end customer experience. As a family-owned business with local manufacturing, we control what matters. From product quality to customer satisfaction. That means stronger outcomes for homeowners and a more reliable, rewarding environment for our team. Whether you are in sales, operations, technology, or corporate support, your work directly impacts the homeowner experience. You are not just part of a company. You are part of a team building something that lasts. Headquartered in Lanham, Maryland, with our manufacturing facility in Upper Marlboro, we serve customers across the Mid-Atlantic while continuing to grow. EOE • Drug-Free Workplace • We celebrate diversity and are committed to creating an inclusive environment for all employees.

Benefits:

401(k) 401(k) matching Dental insurance Health insurance On-the-job training Paid time off Vision insurance

Work Location:

In person