Customer Experience Associate

Saint-Gobain Group; Malvern (Chester County); Presencial; USD 54.000 - 83.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

401(k) with Company Match

Paid Time Off

Descripción de la vacante

CertainTeed, part of Saint-Gobain, seeks a Customer Experience Associate to drive customer feedback and loyalty across business units. You will collect VOC data, generate sales leads, and implement data-driven insights to gain a market edge.

Flexible hours and collaboration with CX and sales teams are core aspects of the role. Ideal candidates have a degree or 3–5+ years in customer service, with strong communication, problem solving and proactive attitude.

Formación

• Bachelor's or Associate's degree or 3-5+ years of customer service experience.
• Demonstrate pro-activeness and initiative when dealing with queries and follow-up.
• Positive attitude with the ability to make things happen.
• Strong customer service focus and teamwork mindset.
• Experience in sales, call center or product support preferred.
• Clear and professional communication, both oral and written.
• Adaptability and strong problem-solving skills.
• Energetic, results-driven, able to work independently or in a team.
• Proven planning, organization and time management skills.
• Salesforce knowledge or experience is advantageous.

Responsabilidades

• Answer product questions via inbound calls, emails, chats, and surveys.
• Promote CertainTeed products and identify sales opportunities.
• Maintain knowledge base and communicate product promotions.
• Share best practices for knowledge sharing and call center efficiency.
• Capture customer insights through platforms like Salesforce.
• Build relationships with loyal and prospective customers.
• Collaborate with managers, CX team and sales to meet requirements.

Conocimientos

Customer service

Proactive

Strong communication

Team oriented

Sales experience

Problem solving

Planning & time management

Salesforce knowledge

Educación

Bachelor's or Associate degree or 3-5+ years CS experience

Herramientas

Salesforce

Descripción del empleo

The Customer Experience Associate (CEA) will drive, gather and support customer feedback and loyalty creation across all CertainTeed businesses.

The incumbent will be responsible for gathering voice of customer data and insights through multiple platforms as well as generating sales leads to the business. The position will implement and execute a strategy for data insights and fostering relationships with customers to gain a competitive advantage in the market.

The position will involve collecting customer feedback, answering product and program questions, and proactively working on promoting the business. This position is intended to be flexible in hours.

Responsibilities

• Ensure customers receive a “best in class” customer experience by answering product questions, through inbound calls, emails, chats, NPS and outbound survey calling. These calls range from installation questions to color preferences and run across the audience spectrum of homeowners to professionals
• Proactively promote CertainTeed products and identify opportunities for business development and sales opportunities.
• Knowledge base and strong communication of all CertainTeed products and promotions.
• Participate in best practice input around knowledge sharing and enhancements to the team for better efficiency in call center.
• Capture verbatim customer insights and data through platforms such as Salesforce. Proactively gather insights and pain points of each touchpoint.
• Support all CertainTeed business in building strong relationships and portfolios of loyal customers and prospecting customers.
• Collaborate with the Managers, CX team, staff at plant level and sales teams to ensure customer requirements are constantly being met.

Is this job for you ?

• Bachelor's Degree or Associate's Degree or 3 - 5+ years of customer service-related experience required.
• Demonstrate pro-activeness and initiative when dealing with queries and following up on customer questions.
• A positive attitude with the ability to `make things happen' is essential.
• Applicant must have a strong customer service focus and recognize the importance of exceeding customer expectations while working within a team-oriented environment.
• Experience in sales, call center, product support, or similar environment is preferred.
• Clear and professional communication skills, both oral and written
• Exhibit adaptability and very strong problem-solving skills
• Must be energetic, results-driven and capable of working in a team environment.
• Must be a proven team player with the ability to work on own initiative.
• Must have proven planning, organization, and time management skills
• Computer literate with previous knowledge of Salesforce being an advantage (training can be provided)

A little more about us

Through the responsible development of innovative and sustainable building products, CertainTeed, headquartered in Malvern, Pennsylvania, has helped shape the building products industry for more than 110 years. Founded in 1904 as General Roofing Manufacturing Company, the firm's slogan "Quality Made Certain, Satisfaction Guaranteed," inspired the name CertainTeed.

Today, CertainTeed is a leading North American brand of exterior and interior building products, including roofing, siding, trim, insulation, drywall and ceilings. A subsidiary of Saint-Gobain, one of the world’s largest and oldest building products companies, CertainTeed has more than 6,300 employees and more than 60 manufacturing facilities throughout the United States and Canada. www.certainteed.com

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Legal Statement

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.

Applicants for roles based in Washington state or remote roles that would be worked from Washington state are encouraged to direct any concerns regarding the state’s Pay Transparency laws to the SGNA HR Compliance team at [emailprotected] .

Benefits in joining us

Certain states require pay information be provided in job postings. Saint-Gobain aims to deliver a comprehensive Total Rewards package to support our employees' wellbeing and help improve daily life for themselves and their families. We believe in the importance of pay transparency in what we offer prospective candidates and provide the national pay range for this position which is $53,500 to $82,500 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

In addition to base salary, this position is eligible for an annual bonus. The targeted bonus amount is 8% of base salary based on company and individual performance measures. The Total Target Cash range (base pay and annual bonus) for this position, is $57,700 to $89,100. Bonus payments are part of variable compensation and by nature can vary based on company and individual performance and is not a guarantee

Employees have the flexibility to choose the benefits that best fit their individual needs:

• Health and Wellbeing – Supporting your wellbeing, to thrive in life and work.
• Medical, Prescription Drug, Vision, and Dental Insurance
• Healthcare Saving Account and Flexible Spending Account options
• LiveWell Wellness Program
• Employee Assistance Program (EAP)
• Paid Time Off and Paid Parental Leave
• Retirement and Protection - Helping to make the future life you want a reality.
• 401(k) with Company Match, Retirement Accumulation Plan (RAP), Cash Balance Pension Plan
• Company-provided Life Insurance, AD&D, Short-Term Disability
• Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness, and Accident Insurance

Additional Benefits – Helping shape the experience and impact you want

• Group Legal
• Identity Theft Protection
• Auto and Home Insurance
• Pet Insurance and Discounts
• Back-up Child & Elder Care
• PerkSpot Employee Discount Program