Customer Service Lead

Cornerstone Building Brands, Inc.; Fort Myers (FL); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

PTO

Paid holidays

Life insurance

401k

Tuition reimbursement

Training and professional development

Job summary

Cornerstone Building Brands, Inc. in Fort Myers, Florida, is looking for a Customer Success Lead Representative to join their dynamic team. In this role, you will contribute significantly to customer care while also supporting your team members. You'll be responsible for customer engagement, issue resolution, and training.

The ideal candidate will have 4+ years of experience in customer support, with a strong understanding of the building products industry. Additional benefits include medical, dental, and vision coverage starting on day one, along with PTO, paid holidays, and professional development opportunities.

Qualifications

• 4+ years of proven direct customer and consumer support experience, preferably in the building products industry.
• Understanding of the building products industry and sales management experience in dealer, distribution, and/or two-step channel segments.

Responsibilities

• Strategically plan daily activities using CRM systems for workflow efficiency.
• Regularly interact with customers to prioritize and address their needs.
• Resolve customer inquiries related to product quality and delivery coordination.
• Conduct training sessions for Customer Service Representatives.
• Support Customer Success Manager with process improvements.

Skills

Problem-solving

Negotiation

Communication

Interpersonal Skills

Time Management

Adaptability

Education

High School Diploma or equivalent

Bachelor’s degree

Tools

Telecom software

Microsoft Office (Word, Excel, PowerPoint)

Job description

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 team members receive medical, dental and vision benefits starting day 1. Other benefits include PTO, paid holidays, FSA, life insurance, LTD, STD, 401k, EAP, discount programs, tuition reimbursement, training, and professional development. *Full-time is defined as regularly working 30+ hours per week. **Union programs may vary depending on the collective bargaining agreement.

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

Must be at least 18 years of age to apply.