Customer Service Representative

Ready to support high-quality glass installations with outstanding customer service? Sandhill Glass Co. is looking for a Customer Service Representative to join our team. Join us and make an impact! 

About Us  

Sandhill Glass Co. is proud to be a Veteran-Owned business dedicated to providing superior quality work each and every time. By combining over nearly 30 years of combined experiences of the teams from both American GEM Services and American Window and Glass, in addition to being dedicated to the overall service of our local community and nation as a whole, we’re able to offer our clients an exceptional experience from start to finish. 

Since its inception, Sandhill has been proud to serve the Detroit Metro and surrounding southern Michigan areas with extensive professional experience and capability that ensures we can develop the right solutions for any size project. 

About the Role 

The primary focus of the Customer Service Representative is to support residential shower and window orders by coordinating day-to-day operations, ensuring smooth communication with customers, and providing timely, courteous service. 

This is an in-person role based in the Metro Detroit area. The position operates out of our local office and collaborates closely with sales, operations, and installation teams. This is a full-time role, Monday through Friday, from 10:00 a.m. to 6:30 p.m., with occasional weekend availability required. 

Key Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Serve as the main point of contact for customers, responding to inquiries and service requests via phone, email, and in person 
• Assist customers with placing orders, processing payments, and scheduling consultations 
• Coordinate with vendors to track materials and ensure timely deliveries 
• Schedule estimates, installations, maintenance, and repairs in collaboration with technicians and customers 
• Maintain accurate documentation of customer interactions, orders, and contracts using CRM systems 
• Resolve customer concerns related to product issues, delays, or service quality, escalating complex cases as needed 
• Stay up-to-date on product offerings, features, and installation processes to provide accurate information 
• Conduct post-installation follow-ups and proactively reach out with service updates or promotions 
• Support sales efforts through upselling or cross-selling relevant products and services 
• Ensure compliance with all company policies, safety standards, and regulatory requirements 
• Collaborate with estimators, logistics, and technical teams to ensure seamless customer experiences 

About You  

• High school diploma or GED; two years college or equivalent work experience preferred
• Proven experience in customer service, scheduling, project management or related field 
• Excellent verbal and written communication skills
• Strong problem-solving and conflict-resolution abilities
• Ability to handle high-pressure situations with professionalism and composure
• Proficiency with basic computer applications like a word processing software (ex: Word, Google Doc, etc.)
• Strong organizational skills and attention to detail
• Ability to work successfully within a team and independently 
• Flexible schedule availability, including evenings and weekends, if needed
• Experience in related industry preferred

Physical Demands and Work Environment  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. 

While performing the duties of this position, the employee is regularly required to talk or listen. The employee frequently is required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 35 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate. 

Other Duties 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.