Customer Support Representative

Administrative Bedford Heights, Ohio Bass Security Services

Established in 1955, The Cook & Boardman Group is the nation’s premier provider of architectural doors and frames, door hardware and related building specialty products in addition to complete systems integration services. We provide solutions for commercial and multi-family residential building applications. With more than forty convenient locations throughout the United States, we are uniquely positioned to provide the best entry and IT solutions for new construction, renovation and upgrade projects. We offer local service with a national presence.



The Customer Support team member has mastered and can perform all the skills necessary to provide high quality customer service and builds upon the relationship with the customer by preparing standard reporting for the customer and following up to make sure all work orders are current and in good standing.   The Customer Support member can handle first level escalations from the technicians for technical support and pricing negotiations.  Good documentation and communication are imperative.  Employee will meet or exceed operational goals set by Team Lead.

Essential Functions

Essential Function


Follow-up on outbound.  Manage daily a minimum of 42-60 follow-up from workload report: inclusive of quote follow-up, completion of work orders and issue resolution.  Quoting/change orders to customer.  Manage inbound/outbound phones.  Meet or exceed minimum required KPI standards for the job.

KPI – Maintain an Hours Earned calculation of 95% or greater monthly.

KPI – Maintain phone availability time greater than 82% daily.

KPI – Log into phone system and GP with agent ID within 5 minutes of start of shift.  Log out of phone system and GP no more than 5 minutes before end of shift.  Log out of GP prior to punching out on Paycor daily. 

KPI – Dispatch 95% of orders assigned to you within customer SLA or 8 hours, whichever is earlier.

KPI – Maintain a Quality Assurance score of 95% or above department standard each month.


Margin management.  No more than 5 daily service tickets under 15% on labor margin report.

KPI – Achieve a labor margin rate above current company goals on all non-warranty and non-RMA order types. 


Work order setup for invoicing.  No more than 10 service tickets weekly over 14 days from complete not ready to invoice.  Follow the Work Order completion process.


Update third party websites.  No more than 15 daily service orders where the scheduled (completion) date with customer does not match Bass software ‘response date.  Understand system date to help internal and external customers.  Must meet or exceed Team Lead weekly service audit review.  Utilize system software with SOP.


Assist in field service issue resolution.


Follow the RMA creation and resolution process.  Provide excellent Customer reporting and Customer Communications.  Maintain Subcontractor communication and partnership. 

KPI – Respond to customer emails and inquiries within 24 hours of receipt. 


Additional duties as assigned by ManagementOn Call and Weekend Shifts as Required.


June 2020 Approved


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

June 2020 Approved


Associate degree

Bachelor’s degree, associate degree or equivalent from two-year college or technical school. 



June 2020 Approved

Work Experience

3 years or more

Three years related experience and/or training; or equivalent combination of education and experience.



June 2020 Approved


Language Ability:  Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.


Math Ability:  Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.


Reasoning Ability:  Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.


Computer Skills:  To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software; Internet software; e-mail; Database software and Contact Management systems.


The Cook & Boardman Group is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job-related requirements. If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request reasonable accommodation by calling 336-768-8872 x2 or by sending an email to [email protected]