Customer Operations Specialist

Job Description

Job Description

Take Your Career to the Next Level with Windows on Washington!

Company Overview: Founded in 2005, Windows on Washington is a respected exterior home improvement company, proudly serving homeowners in Northern Virginia and suburban Maryland. We have built a stellar local reputation through our unwavering commitment to exceptional client experiences. Our focus on premium products, quality installations designed to last, and a clear, straightforward customer process has earned us the distinction of being one of the DMV's most trusted replacement window and door contractors.

About the Role:
Windows on Washington is looking for a highly organized, people-first Customer Operations Specialist to become the connective tissue of our customer journey. This role goes well beyond answering phones — the right person will build trust with homeowners, and make sure nothing falls through the cracks.

This is a new position, to support our growth and our investment in the customer journey. The right person will be curious, adaptable, and comfortable helping to shape the role. Someone who prefers finding the best way to do something rather than waiting to be told.

You'll work closely with homeowners, sales, production, and the Customer Operations team to keep appointments on track from the first phone call through the final installation.

Responsibilities:
In this role, you'll support key touchpoints across the customer journey and keep homeowners informed every step of the way. Key responsibilities include:

• Schedule and coordinate sales consultations, measure appointments, installations, service visits, and any additional site visits.

• Proactively reach out to homeowners to confirm, adjust, and follow up on appointments, and problem-solve when plans change.

• Work daily across HubSpot, Zuper, Google Calendar, Zuper Connect, email, and phone

• Answer inbound calls and manage the back-and-forth that comes with keeping homeowners informed.

• Partner with the Operations, Warehouse, Growth and Marketing teams to identify potential concerns, resolve scheduling issues, and keep projects moving forward.

• Learn new tech systems quickly and help improve the processes.

Role Requirements:

• Comfortable managing multiple priorities and stepping into a role that's still taking shape.

• Direct, hands-on experience communicating with customers, plus the professionalism to represent WOW well in every interaction.

• A proactive, self-starting approach — you notice what needs to happen next instead of waiting to be asked.

• Strong follow-through and reliability. Partners and homeowners are counting on you.

• A quick study with technology, ready to learn HubSpot, Zuper, and Zuper Connect with no prior industry experience required.

• A collaborative mindset — you'll work across sales, operations, and the field every day.

• Direct customer communication experience is a plus.

Ideal Work Style:

This role is a fit for someone who thrives in a hands-on, in-office environment and likes being the person who keeps things moving. We're looking for someone who is coachable, reliable, easy to work with, and genuinely motivated by helping homeowners have a great experience.

Benefit:

• Comprehensive PTO and Holiday plan

• Dental & Vision Insurance

• 401K Safe Harbor

• Life Insurance