NCSA Job Post

Garaga is a leading manufacturer of high-quality residential, commercial, and industrial garage doors, proudly serving customers from its Ponca City, Oklahoma facility. Known for exceptional craftsmanship and innovative design, Garaga delivers durable, energy-efficient doors that combine superior performance with stylish aesthetics.

With a strong focus on reliability and customer satisfaction, the Ponca City team supports distributors, contractors, and homeowners across the region, offering a wide range of customizable solutions to meet diverse needs. Backed by decades of industry expertise and a commitment to continuous improvement, Garaga stands out as a trusted partner for garage door systems that are built to last and designed to impress.

The Opportunity
The customer service manager is responsible for managing customer service reps and monitoring their performance, while still providing excellent service to the customer. Customer service manager will resolve emergency issues, provide training for new employees, and will handle service issues beyond customer service rep capability. Meet all customer and company expectations.

Essential Job Functions

• Recruiting, hiring, and training new customer service representatives,
• Researching strategies to further improve the customer experience.
• Developing standards and procedures
• Documenting customer service discussions and actions
• Maintaining accurate records and files of documentation
• Provide sales goals and encouragement to achieve goals.
• Managing budget and expenses
• Setting and maintaining all customer service procedures and policies
• Addressing returns, refunds, credits, and shipping tracking numbers
• Recording, organizing, and filing customer interactions and profile/account changes.
• Providing resources for quality customer service
• Implementing customer service strategies to improve quality of service.
• Addressing and resolving team and customer conflicts
• Anticipating and resolving customer service issues
• Maintaining a professional workspace and workflow
• Evaluating representative performance

Requirements/Skills

• Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
• Able to multitask, prioritize, and manage time efficiently
• Encouraging to team and staff; able to mentor and lead
• Able to analyze data and sales statistics and translate results into better solutions
• Excellent verbal and written communication skills
• Self-motivated and self-directed
• Comfortable in both a leadership and team-player role
• Creative problem solver who thrives when presented with a challenge.
• Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts; may include entering and tracking merchandise, scheduling with Microsoft Office Suite or similar software.
• Excellent time management and prioritization skills.
• Ability to answer phone, listen actively, relay information, and type basic information simultaneously; and
• Customer focused for a positive customer experience and resolution

Qualifications

• Required - High school degree or equivalent.
• Preferred - Bachelor’s degree in business administration, business, or related field;
• 5+ years’ experience in customer support, client services, sales, or a related field;
• Must have previous working knowledge of overhead doors.
• Excellent customer care and focus; ability to assess customers' needs and provide correct answer, path, troubleshooting, or method for a positive customer experience.

Physical Demands

• Able to work in a high stress environment.
• Occasionally walk the manufacturing floor for familiarity of product and processes
• Prolonged sitting behind a desk.
• Read and write continuously.

Application Instructions
Please send resumes to Suzanne Cox by email: suzannec@cornerstone-kc.com
https://cornerstone-kc.com/customer-service-manager

Contact Information: Suzanne Cox: suzannec@cornerstone-kc.com

Job Summary
Responsible for providing outstanding customer support by responding to inquiries, processing orders, resolving issues, and maintaining positive relationships with customers. This role acts as a liaison between the company and customers, ensuring efficient and accurate communication and resolution of concerns.

Essential Duties

• Respond promptly to customer inquiries via phone, email, or in person.
• Process customer orders and returns accurately and efficiently.
• Maintain up-to-date knowledge of products, services, and policies.
• Document customer interactions, transactions, comments, and complaints in the CRM system.
• Resolve product or service problems by clarifying the customer's complaint, determining the cause, and offering appropriate solutions.
• Escalate complex issues to appropriate departments or management when necessary.
• Follow up to ensure resolution and customer satisfaction.
• Support billing and account questions and provide documentation as needed. Participate in training sessions and team meetings to maintain service standards.
• Monitor open issues and follow through to ensure resolution and customer satisfaction.

Required Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills.
• Strong interpersonal and active listening skills.
• Ability to manage multiple tasks and work in a fast-paced environment.
• Proficient with Microsoft Office Suite and CRM systems.
• Strong problem-solving skills and attention to detail.
• Ability to remain calm and professional when handling challenging situations.

Education, Experience, and/or Required Licenses

• High School diploma or equivalent required.
• Associate or bachelor's degree preferred.
• 2+ years of customer service experience in a corporate or call center environment preferred.

ElDorado National California Inc. (ENC) is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected class under applicable federal, state, and local laws. We are committed to fostering a diverse and inclusive workplace where all employees feel valued and respected.

ENC takes affirmative action to employ and advance employment opportunities for minorities, women, protected veterans, and individuals with disabilities. We actively encourage qualified candidates from all backgrounds to apply and join our team.

ENC is also committed to ensuring that individuals with disabilities have equal access to opportunities. If you require a reasonable accommodation to complete the application process, please contact HR Department for assistance.

In accordance with California's wage transparency law (Senate Bill 1162), we are committed to pay equity and transparency. The salary range reflected on the job positing is our good faith estimate of what we expect to pay for this role at the time of posting. While we do not typically hire at the top of the salary range, initial offers are based on the candidate’s qualifications and experience, with opportunities for growth and increases over time.

Application Instructions
Please click here

Contact Information
kavita.patel@eldorado-ca.com