Customer Service Lead

Cornerstone Building Brands; Fort Myers (FL); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Full-time medical, dental, and vision benefits

PTO and paid holidays

401(k) and life insurance

Tuition reimbursement and training

Job summary

Cornerstone Building Brands is looking for a Customer Success Lead Representative in Fort Myers, Florida. This role entails engaging with customers, managing team performance, and addressing inquiries efficiently. Successful candidates will have 4+ years of customer support experience, preferably in the building products sector, and must display strong problem-solving and communication skills.

Join a dynamic team that values your contributions and prioritizes your professional development. Full-time benefits include medical, dental, vision from day one, along with various development opportunities.

Qualifications

• 4+ years of direct customer and consumer support experience, preferably in the building products industry.
• Understanding of the building products industry and sales management experience.
• Strong problem-solving, negotiation, and communication skills.

Responsibilities

• Strategically plan daily activities utilizing CRM and other systems.
• Regularly interact with customers to address their needs.
• Promptly address customer inquiries related to various issues.
• Assist CSRs in resolving escalated or urgent matters.
• Conduct training sessions for CSRs on soft skills and product knowledge.
• Support process improvements aimed at increasing customer satisfaction.

Skills

Problem-solving

Negotiation

Communication

Time Management

Interpersonal Skills

Adaptability

Collaboration

Education

High School Diploma or equivalent

Bachelor's degree (preferred)

Tools

Telecom software

Microsoft Office

Job description

About the Role

As a Customer Success Lead Representative, you'll be part of a dynamic team where your contributions to customer care and your support for your team members are valued, and your professional development is prioritized. Join us and become an integral part of our winning team.

What You’ll Do

• Work Planning: Strategically plan daily activities utilizing CRM, Telecom, and Configuration systems, along with dashboards, to optimize workflow efficiency. Assign tasks to Customer Service Representatives (CSRs) in alignment with volume management strategies. Oversee the credit memo process, with authority to approve credits up to a specified dollar amount.
• Customer Engagement: Regularly interact with customers to ensure their needs are prioritized and addressed promptly. Monitor service dashboards to ensure CSRs are meeting targeted service levels. Lead by example in representing multiple brands to customer partners.
• Issue Resolution: Promptly address and resolve customer inquiries related to product quality, delivery coordination, warranty needs, product availability, pricing, and billing. Collaborate with operations and sales teams to expedite orders and ensure maximum customer satisfaction.
• Escalation Management: Provide assistance to CSRs in resolving escalated or urgent matters.
• Training: Conduct training sessions for CSRs focused on enhancing soft skills, product knowledge, and system proficiency. Assist with onboarding and training new employees. Lead customer training sessions on the use of configurators or portals.
• Continuous Improvement: Support the Customer Success Manager, Supervisor, and Analyst by contributing to process improvements and special projects aimed at increasing customer satisfaction and optimizing internal workflows.
• Performance Management: Collaborate with the Customer Success Manager and Supervisor by offering input on CSR performance, based on work volume and interaction quality. Assist with phone/email evaluations and offer constructive feedback.

What You’ll Need

• Education: High School Diploma or equivalent required; bachelor's degree is a plus.
• Experience: 4+ years of proven direct customer and consumer support experience, preferably in the building products industry.
• Industry Knowledge: Understanding of the building products industry and sales management experience in dealer, distribution, and/or two-step channel segments.
• Skills: Strong problem-solving, negotiation, and communication skills are essential.
• Technical Proficiency: Proficient in telecom software; Microsoft Office applications including Word, Excel, and PowerPoint.
• Time Management: Solid time management skills with the ability to prioritize multiple responsibilities effectively.
• Interpersonal Skills: Strong interpersonal and teamwork skills with a high level of integrity and personal motivation.
• Adaptability and Flexibility: Being adaptable and open to new ways of working is crucial. Embrace change with a positive mindset.
• Resilience: Ability to bounce back from setbacks, stay focused, and maintain productivity during challenges.
• Learning Agility: Be willing to adapt to new processes, technologies, and ways of thinking.
• Collaboration and Teamwork: Collaborate with colleagues, share insights, and work together to achieve common goals.

Benefits

• Full‑time medical, dental, and vision benefits starting day 1.
• PTO, paid holidays, FSA, life insurance, LTD, STD, 401(k).
• EAP, discount programs, tuition reimbursement, training, and professional development.

Cornerstone Building Brands is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, or status as a protected veteran.

You can find the Equal Employment Opportunity Poster here. You can also view Your Right to Work Poster here along with This Organization's Participation in E-Verify Poster here.

All your information will be kept confidential according to EEO guidelines.

Must be at least 18 years of age to apply.