Customer Experience Associate

Saint-Gobain; Malvern (Chester County); On-site; USD 54,000 - 83,000; Full time

Benefits offered by this job

Health and Wellbeing

Medical, Prescription Drug, Vision, &

401(k) with Company Match

Paid Time Off and Paid Parental Leave

Job summary

Saint-Gobain CertainTeed, headquartered in Malvern, PA, seeks a Customer Experience Associate to drive and analyze customer feedback, gather insights, and generate sales leads across CertainTeed businesses. The role emphasizes best-in-class service, proactive product promotion, and collaboration with CX teams to meet customer needs.

The position requires 3-5+ years in customer service, strong communication, and comfort with Salesforce.

Qualifications

• Bachelor's or Associate degree or 3-5+ years of customer service experience.
• Strong communication and customer focus.
• Experience with Salesforce a plus.

Responsibilities

• Ensure customers receive a best-in-class experience by answering product questions via calls, emails, chats, and surveys.
• Promote CertainTeed products and identify opportunities for sales.
• Maintain knowledge base and communicate product promotions clearly.
• Provide input to improve knowledge sharing and team efficiency in call center.
• Capture customer insights through platforms such as Salesforce and report pain points.
• Build relationships with loyal and prospective customers for portfolio growth.
• Collaborate with CX team, plant staff, and sales to meet customer requirements.

Skills

Customer service

Communication

Problem solving

Team player

Time management

Attention to detail

Sales experience

Education

Bachelor's/Associate degree

Tools

Salesforce

Job description

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.

• Bachelor's Degree or Associate's Degree or 3 - 5+ years of customer service-related experience required.

• Attention to detail 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)

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

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 [e-mail] .

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