Customer Service Representative

Paradigm; Irving (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

Paradigm is seeking a Customer Service Representative to support Digital Tools products for both external clients and internal teams, via email, chat, and phone. You will document interactions, track trends, and help users understand product features and training resources.

The role requires an associate degree or equivalent experience, excellent verbal and written communication, and the ability to multitask in a dynamic setting while meeting deadlines.

Qualifications

• Associate degree or equivalent work experience.
• Strong written and verbal communication skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Meet deadlines and proactively flag time constraints.

Responsibilities

• Provide customer service and support for Digital Tools products via email, chat, and phone.
• Maintain customer interaction documentation and track trends for reporting.
• Answer questions on product functions and training materials locations.
• Resolve problems as first line of support and redirect complex issues appropriately.
• Follow up with users to confirm issue resolution.

Skills

Customer service

Communication

Multi-tasking

Time management

Education

Associate degree or equivalent experience

Job description

Paradigm is a software company transforming the way that the residential, construction & building product industries operate across the globe. We are looking for a Customer Service Representative to be part of revolutionizing these industries. We are building the future with modern software engineering, agent-assisted systems, and mobile-first experiences. We are powered by our parent company, Builders FirstSource (NYSE: BLDR).

We’re seeking a Customer Service Representative to assist with answering product questions, troubleshooting issues, directing complex problems to the appropriate resources, documenting interactions and trends, and following up to ensure issues are resolved.

What You Will Do

• You will provide customer service and support for Digital Tools products to external clients (such as builders) and internal clients (such as BFS sales employees and Paradigm sales employees). This will be via email, chat and phone.
• You will maintain customer interaction documentation in order to track trends and provide reporting.
• You will answer questions, which may include things like how to use certain product functions, where can training documentation be found and how to upload files.
• You will help resolve problems as the first line of support and provide appropriate redirection and expectation setting for more complex support issues.
• You will provide follow up with users after a support issue to ensure that it has been resolved.

What You Need To Succeed

• You have an associate degree or equivalent work experience.
• You will meet expected deadlines (response times) and if issues arise, be proactive about notifying the appropriate people of time constraints.
• You will exhibit strong communication skills both written and verbal.
• You must be able to multi-task and prioritize accordingly. This includes being flexible and reacting quickly in a fast paced and dynamic atmosphere.
• You have excellent listening, interpersonal and decision-making skills.
• Customer service is your superpower. At the end of every interaction, your customers feel like you have provided professional and effective support.