About this Digital Customer Support Representative role at Windownation
Help Shape the Voice of a Brand Customers Trust
Are you someone who enjoys connecting with people online, solving problems, and creating positive customer experiences? Do you know how to turn a customer interaction into an opportunity to build trust and strengthen a brand?
At Window Nation, we're looking for a Digital Customer Support Representative to be the voice of our brand across social media, online review platforms, and other digital channels. In this role, you'll engage directly with customers and prospects, celebrate positive experiences, address concerns with empathy and professionalism, and help ensure every interaction reflects our commitment to exceptional service. This is a Hybrid role with a schedule that requires 3 days in office / 2 days remote.
Working closely with the Brand Reputation Manager, you'll play a key role in protecting and enhancing Window Nation's online reputation while providing valuable customer insights that help improve our business.
Core Role Responsibilities
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Respond promptly and professionally to customer reviews, comments, and messages across social media and online review platforms.
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Represent the Window Nation brand with a friendly, authentic, and solution-focused voice.
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Identify customer concerns, escalate issues to internal partners, and follow them through to resolution.
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Monitor response timelines and ensure service-level expectations are consistently met or exceeded.
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Maintain accurate business listings and account information across digital platforms.
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Share customer feedback and trends with internal teams to support continuous improvement.
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Assist with creating and publishing engaging organic social media content.
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Support customer incentive and recognition programs.
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Contribute to additional marketing and brand reputation initiatives as needed.
Basic Qualifications
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High school diploma, GED, or equivalent
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Two or more years of customer service, retail, hospitality, or similar customer-facing experience
Preferred Qualifications
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Two or more years moderating online communities or responding to customers through digital channels
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Experience using social media management platforms such as Sprout Social or HubSpot
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Experience with CRM platforms such as Salesforce
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Working knowledge of Microsoft Excel or similar spreadsheet applications
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Strong written and verbal communication skills
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Commitment to professionalism, accountability, and continuous improvement
