Customer Experience Associate

Saint-Gobain

Malvern (Chester County)

On-site

USD 54,000 - 83,000

Full time

14 days+

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Benefits offered by this job

Health and Wellbeing

Medical, Prescription Drug, Vision, &牙

401(k) with Company Match

Paid Time Off & Parental Leave

Employee Assistance Program

Job summary

Saint-Gobain, parent of CertainTeed, seeks a Customer Experience Associate to drive and gather customer feedback, foster loyalty, and create sales leads across CertainTeed brands in the U.S. The role collects voice-of-customer data across platforms, answers product questions, promotes offerings, and collaborates with CX, plant staff and sales teams to meet customer requirements.

Requirements include a Bachelor’s or Associate’s degree or 3–5+ years in customer service, plus strong communication,

Qualifications

Bachelor's or Associate's degree or 3-5+ years of customer service experience.
Strong communication and problem-solving skills.
Experience in sales, call center, product support, or similar environments is preferred.

Responsibilities

Answer product questions via calls, emails, chats, and surveys to deliver best-in-class customer experience.
Promote CertainTeed products and identify sales opportunities.
Maintain knowledge of all products and promotions and share best practices with the team.
Capture verbatim customer insights using platforms like Salesforce.
Collaborate with CX, plant staff, and sales to meet customer requirements.
Build portfolios of loyal customers and prospective leads.

Skills

Customer service

Sales

Call center

Product support

Communication

Problem solving

Education

Bachelor's Degree

Associate's Degree

3-5+ years customer service experience

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

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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 SGNA_HR_Compliance@saint-gobain.com

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