Contact Center Customer Service Associate

The AZEK Company; Scranton (Lackawanna County); On-site; USD 24,000 - 34,000; Full time

Job summary

James Hardie, a leading exterior home and outdoor living solutions provider, seeks a Customer Service Associate for its Scranton, PA office. You will handle calls, chat, and email, delivering a high-quality customer experience while guiding customers to the best product solutions.

In this role you’ll log interactions, learn the AZEK product suite, and identify opportunities to generate leads that support ongoing sales growth. A strong customer-first mindset is essential.

Qualifications

• Excellent communication and listening skills; writing skills are a plus.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and manage customer inquiries across various platforms.
• Empathy, patience, and a customer-first mindset.

Responsibilities

• Deliver outstanding customer service across calls, chat, and email.
• Explain product benefits and guide customers to suitable solutions.
• Accurately document interactions in the CRM and summarize key topics.
• Identify customer needs to generate high-quality leads and drive growth.
• Collaborate with teammates to ensure smooth handoffs and complete information.

Skills

Communication

Multitasking

Problem solving

Empathy

Customer service

Education

High School Diploma or GED

Tools

MS Word

Excel

PowerPoint

Salesforce

Job description

Pay starts at $21.00

Essential Functions

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the

Essential Functions.

• Customer Focus: You’ll be expected to exhibit a strong commitment to service excellence, ensuring every customer interaction is positive, personalized, and informative. You’ll play a key role in promoting the advantages of our product suite and helping customers understand the best products for their individual projects.
• Effective Communication: Possess exceptional soft skills and the ability to clearly convey complex information to contacts and end users, ensuring accurate and understandable solutions. Maintain a conversational approach, actively listening and anticipating needs to provide thoughtful, customer-centric support that goes beyond answering a customer’s initial questions.
• Active Call Management: Work in a dynamic, live phone, chat, and email queue, remaining ready to accept calls unless engaged in scheduled breaks, lunches, or company meetings.
• Building Product Knowledge: Demonstrate adequate knowledge of The AZEK Company’s vast product suite to provide complete and accurate information with each interaction. You will also have knowledge and be able to speak to the general recommended installation of our products.
• Data Entry: Accurately document interactions in a real-time database, summarizing each conversation and noting key topics or drivers of the interaction.
• Team Collaboration: Collaborate positively with team members to elevate calls and issues that you’ve identified, ensuring that all relevant and necessary information is captured ensuring a successful hand off to other teams/departments.
• Lead Generation: Actively identify customer needs and seamlessly guide conversations to generate high-quality leads, helping to drive sustained sales growth.
• Performance Metrics: Meet or exceed monthly performance metrics, such as Call Handle Percentage, Unscheduled Idle Time, Lead generation and Customer Satisfaction Survey results.
• Continuous Education: Participate in training and other learning opportunities to expand knowledge of company and position.

Position Qualifications

• Excellent communication and listening skills, strong writing skills are a plus
• Strong problem-solving abilities and attention to detail
• Ability to multitask and manage customer inquiries across various platforms
• Empathy, patience, and a customer-first mindset
• Experience in customer service or call center environment preferred, but not required

Experience, Education And Computer Skills

• Previous building products experience preferred but not required
• High School Diploma or GED required
• Knowledge of MS operating systems and WS office software programs including MS Word, Excel, and PowerPoint
• Familiarity of CRMs, such as Salesforce, preferred but not required

Position Expectations

As a member of Customer Experience Team, you will work to instill the core-values into your day-to-day work activities and interactions with our Customers.

Starts and ends with the Customer: A remarkable customer experience is critical to the sustained growth of any business. For every action we take, we ask ourselves, “How will this affect our customers?” Our responsibility is to understand their expectations, then surpass them.

Lead Through Innovation: We are consistently bringing unique, high-tech products to market. Having a complete understanding of our product suite will allow us to address the needs our customers don’t yet know they have.

Value Every Individual: Every individual comes gifted with unique experiences, capabilities and talents and can/will contribute in a unique way to the collective organizational success. We are committed to a safe and respectful work environment and to diversity and inclusion.

The Best Team Wins: Employees feel their work is valued when it contributes to something that produces results. We work best as team, providing feedback and solving problems together in pursuit of a shared goal, to provide the greatest white glove customer experience in the industry.

Better Today than Yesterday: We always ask, “how can we do this better.” As a member of the team, we provide open and honest feedback to how we can do things better.

Always to the Right Thing: As a member of the Experience Team, employees will come out of the gate with the mind set that we make decisions according to what is right, not what is cheapest, fastest, or easiest. We always operate with integrity, transparency, and courage. This should guide our response to every interaction we have with our customers.

Contact Center Customer Service Associate will be based in our Keyser Avenue offices and will report to the Customer Experience Team Supervisor.

Other Physical Requirements

• Vision (Near, Distance, Color, Depth)
• Sense of Sound - Able to hear conversational speaking
• Ability to wear Personal Protective Equipment (PPE) - per safety guidelines

WORK ENVIRONMENT

Typical office work environment; frequently sitting at a desk or workstation using a computer, keyboard and mouse

Hands on Training may consist of building product models working with hand and power tools.

The company has reviewed this job description to ensure that essential functions and basic duties have been included.

It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.

James Hardie is the industry leader in exterior home and outdoor living solutions, with a portfolio that includes fiber cement, fiber gypsum, composite and PVC decking and railing products. Our family of trusted brands includes Hardie®, TimberTech®, AZEK® Exteriors, Versatex®, fermacell®, and StruXure®.

With over 8,000 employees and our U.S. operating entities headquartered in Chicago, we boast 31 operating sites, 6 recycling facilities, and 6 research and development centers globally. Powered by a dynamic workforce, we’re united by our purpose of Building a Better Future for All™ through sustainable innovation, a Zero Harm culture, and a commitment to empowering our people and communities.