Customer Service Representative

Cornerstone Building Brands; Rocky Mount (VA); Hybrid; USD 24,796 - 27,552; Full time

Benefits offered by this job

Medical, dental, and vision benefits

PTO and paid holidays

401k and tuition reimbursement

Job summary

Cornerstone Building Brands in Rocky Mount, Virginia is seeking a Customer Success Representative. This hybrid position requires in-office work two days a week, and the hourly pay ranges from $18 to $20 based on experience.

The role involves providing customer support, account management, and technical assistance. Candidates should have at least a high school diploma and 1-2 years of relevant experience. Additional employee benefits include comprehensive health coverage, PTO, and training programs.

Qualifications

• 1-2 years of proven direct customer and consumer support experience.
• Understanding of the building products industry preferred.
• Proficient in telecom software and Microsoft Office applications.

Responsibilities

• Serve direct customers with product and service assistance.
• Ensure sales team is informed of customer account activities.
• Provide accurate information regarding pricing and updates.
• Assist in resolving customer inquiries concerning orders.
• Offer product technical information and training for users.
• Partner with teams to enhance the customer experience.

Skills

Customer support

Communication

Technical proficiency

Problem-solving

Education

High School Diploma or equivalent

Bachelor's degree

Tools

Microsoft Office

CRM software

Job description

Job Description

ABOUT THE ROLE

As a Customer Success Representative, you'll be part of a dynamic team where your contributions to providing premier customer care are valued, and your professional development is prioritized. This position will support customers within our windows and doors business unit. Join us and become an integral part of our winning team.

THIS IS A HYBRID ROLE, BAKED OUT OF OUR ROCKY MOUNT, VA PLANT LOCATION. POSITION WILL REQUIRE 2 DAYS (TUESDAY AND WEDNESDAY) IN THE OFFICE PER WEEK. HOURLY PAY OFFER FOR THE ROLE WILL BE $18-$20/HOUR, BASED ON CANDIDATE PRIOR EXPERIENCE.

WHAT YOU'LL DO

Customer Support: Serve direct customers and consumers by providing product and service assistance and resolving issues to ensure a high-quality customer experience. Take personal responsibility for each interaction, regardless of brand, to ensure customer needs are met from initial order receipt through delivery, invoicing, and warranty. Complete all assigned responsibilities within the requested timeframes.

Account Management: Ensure leadership and sales team members are informed of pertinent activities related to each customer account. Monitor orders using routine exception reports and intervene as necessary to ensure smooth processing and maximum customer satisfaction.

Information Accuracy: Provide customers with accurate information regarding pricing, market conditions, product updates, and any other factors that may impact their order. Ensure clear communication and understanding of any changes or issues. Encourage use of portal, as appropriate.

Issue Resolution: Assist customers and sales team members with inquiries or problems concerning their orders, such as quality, delivery coordination, product availability, pricing, and billing. Provide prompt and efficient responses to ensure swift resolution.

Technical Support: Offer product technical information to respond to customer inquiries and recommend alternative materials or products when necessary. Connect customers with qualified divisional personnel for more sophisticated technical inquiries.

Collaboration: Partner with sales and operations teams to ensure a premier customer experience is achieved through effective communication and collaboration.

Escalation Management: Promptly engage Team Leads when appropriate to ensure escalated issues are addressed.

Training: Assist with 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 colleagues by contributing to process improvements and special projects aimed at increasing customer satisfaction and optimizing internal workflows.

QUALIFICATIONS

• Education: High School Diploma or equivalent required; bachelor's degree is a plus.
• Experience: 1-2 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 preferred.
• Technical Proficiency: Proficient in telecom software; Microsoft Office applications including Word, Excel, PowerPoint, and CRM.

ADDITIONAL INFORMATION

Site Address: 433 N Main St, Rocky Mount, VA 24151.

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.

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.

Must be at least 18 years of age to apply.