Consumer Services Representative

Pay.Com; Troy (OH); On-site; USD 36,000 - 48,000; Full time

Job summary

Clopay Corporation in Troy, Ohio seeks a Consumer Services Representative to handle a broad range of customer inquiries and warranty-related tasks. The role supports the Istore, processes letters, registrations, rebates, and live chats, and tracks communications to ensure high-quality service.

The position emphasizes timely follow-up of complaints, warranty claims, and adherence to company policies, while maintaining organized records and contributing to improving product-related communications.

Qualifications

• Excellent customer service skills with ability to handle diverse inquiries.
• Experience with warranty processing and order tracking.
• Strong attention to detail and data entry accuracy.

Responsibilities

• Edit, analyze, interpret, and service customer inquiries, correspondence, and telephone calls varying broadly in nature and scope relative to pre-purchase questions, product comparisons, how-to-measure information, literature requests, and warranty issues. Will work within the Istore.
• Generates and mails programmed consumer response letters, processes warranty registration cards, rebate processing, live chat, and web-page e-mail responses.
• Follow up complaints, which may require replacements, factory servicing, or other adjustments to ensure customers’s satisfaction within established policies.
• Investigate and expedite product (service) warranty claims and complaints following marketing policies.
• Maintain references and files incidental to the process.
• Keep the company informed on warranty and marketing policies, along with trends in product defects, parts shortages, damages, and other related issues.
• Position is logged into the ACD system at all times to ensure a 94% call answer rate.

Skills

Customer service

Warranty processing

ACD system

Live chat

Data entry

Pre-purchase inquiries

Job description

Open the Door to Your Future with Clopay Corporation & CornellCookson

At Clopay Corporation, we are more than just North America’s largest residential and commercial garage door manufacturer—we are a powerhouse of innovation, safety, and design. Through our premier brands, we lead the industry in providing groundbreaking high-performance closure solutions for both the places people call home and the spaces where the world does business.

Headquartered in Mason, Ohio, and operating state-of-the-art manufacturing facilities in Troy, Ohio, Mountaintop, Pennsylvania, and Goodyear, Arizona, we are a proud American-owned company and a wholly-owned subsidiary of Griffon Corporation. Our reach extends across 55+ distribution centers and thousands of retail locations in the U.S. and Canada ensuring that we deliver the right door for every opening – from homes to businesses and beyond.

By joining our team, you become part of a legacy that blends the residential elegance of Clopay, known as "America’s Favorite Garage Doors," with the industrial strength and 180-year heritage of our rolling brands, Cornell and Cookson. Together, we secure everything from family garages to the world's most iconic stadiums and skyscrapers.

We currently have an opening for a Consumer Services Representative in our Troy, Ohio location. The hours are Monday thru Friday -9:00 AM to 6:00 PM.

In this position, the successful candidate will perform the following job responsibilities:

• Edit, analyze, interpret, and service customer inquiries, correspondence, and telephone calls varying broadly in nature and scope relative to pre-purchase questions, product comparisons, how-to-measure information, literature requests, and warranty issues. Will work within the Istore.
• Generates and mails programmed consumer response letters, processes warranty registration cards, rebate processing, live chat, and web-page e-mail responses.
• Follow up complaints, which may require replacements, factory servicing, or other adjustments to ensure customers’s satisfaction within established policies.
• Investigate and expedite product (service) warranty claims and complaints following marketing policies.
• Maintain references and files incidental to the process.
• Keep the company informed on warranty and marketing policies, along with trends in product defects, parts shortages, damages, and other related issues.
• Position is logged into the ACD system at all times to ensure a 94% call answer rate.

Why Choose a Career With Us?

We don't just manufacture doors; we engineer the "front door" of the American dream and the security of global commerce. At Clopay, we believe our strength lies in our people. From our design engineers to our manufacturing associates and delivery drivers, every member of the team plays a vital role in our success.

Our team members thrive because we prioritize:

• Unrivaled Scale: Work for a market leader with a massive manufacturing footprint and a reputation for excellence that spans nearly two centuries.
• A Culture of "What’s Next": We invest heavily in automation, sustainable materials, and smart-home integration to stay ahead of the curve.
• Commitment to People: As a Griffon Corporation company, we provide the stability of a large organization with the tight-knit, collaborative feel of a specialized craft team.
• A Legacy of Expertise: Join our "Pioneer Club"—a group of over 440 employees who have been with us for 20 years or more. We offer the stability of a market leader and a place where you can truly grow a lifelong career.
• Commitment to Innovation: We aren’t just keeping up with industry trends; we’re setting them. Whether it’s our exclusive WINDCODE® technology or our award-winning designs, we provide the tools for you to do your best work.
• Community Focused: Our success is linked to the well-being of our neighbors and communities. Through our partnership with Habitat for Humanity, Clopay employees help provide homes and security to families in the communities where we live and work.

Equal Opportunity Employer