Customer Operations Specialist

Job Description

Customer Operations Specialist | Windows on Washington

The Tone:
This is a full-time role at Windows on Washington, located in Sterling, VA. Windows on Washington is an exterior home improvement company known for serving homeowners in Northern Virginia and suburban Maryland with premium products, quality installations, and a straightforward customer process. This role is crucial as the connective tissue of our customer journey, ensuring every homeowner experience is exceptional from the first call through to installation. As a new position, you will play a key part in shaping the role and improving customer processes to support our continued growth.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: In-person, Sterling, VA
• Pay: $20–$23 hourly
• Team: Reports to the Director of Customer Operations
• Mission: Ensures appointments are on track and homeowners are informed every step of the way, from the initial contact through final installation.
• Tech Stack: HubSpot, Zuper, Google Calendar, Zuper Connect, email, phone

What You’ll Actually Do
• Scheduling: Schedule and coordinate all customer appointments, including sales consultations, measure appointments, installations, and service visits.
• Communication: Proactively communicate with homeowners to confirm, adjust, and follow up on appointments, and problem-solve when plans change.
• Support: Manage inbound calls and facilitate ongoing communication to keep homeowners informed throughout their project journey.
• Collaboration: Partner with Operations, Warehouse, Growth, and Marketing teams to identify and resolve concerns, ensuring projects move forward smoothly.
• Improvement: Learn new technology systems quickly and actively contribute to improving customer operations processes.

The Must-Haves
• Background: Entry-Level professional with direct, hands-on experience communicating with customers and the professionalism to represent the company well.
• Experience: Comfortable managing multiple priorities and adapting within a role that is still developing, without needing prior industry experience.
• Skills: Proactive, self-starting approach with strong follow-through and reliability, a quick study with new technology platforms, and a collaborative mindset for working across multiple teams.
• Bonus: A genuine motivation for helping homeowners have a great experience and a preference for finding the best way to do something rather than waiting to be told.