Customer Support & Samples Coordinator

Pay.Com; Troy (OH); On-site; USD 36,000 - 48,000; Full time

Job summary

Clopay Corporation is hiring a Customer Support Representative for our Troy, Ohio location. The role focuses on inbound/outbound calls, order entry, and ensuring customer satisfaction. The position supports samples, payments, and order changes within our automated systems.

Ideal candidates will have a high school diploma and 18 months of related experience, plus proficiency with Microsoft Office. This full-time role uses the ACD system to maintain a high call-answer rate and strong service

Qualifications

• High school diploma and 18 months of related experience and/or training; or equivalent combination of education and experience.
• Prior customer service experience, prior clerical or office experience, and Microsoft Office experience.

Responsibilities

• Answers inbound and places outbound calls in a call center environment with the goal of increasing business, customer satisfaction, and customer retention.
• Will put together samples to send out to customers
• Performs all order entry and invoicing functions under established automation system controls and processes.
• Position is logged into the ACD system at all times to ensure a 94% call answer rate.
• Secure customer payments and order changes.
• Monitor the timeliness of all orders and open job reports.
• Follow-up on complaints which may require replacements, factory servicing, or other adjustments to ensure customers satisfaction within established policies.
• Monitor cycle times and VOC scores to meet desired goals.
• Follow-up weekly with accounts on completed jobs and upcoming installations.
• Monitor installation quality and return of completed job information.
• Communicate with Sales for issue resolution affecting performance metrics.
• Communicate with CSRs and installing dealers to maintain established install requirements.
• Communicate openly with DCs pertaining to install orders and installer assignments.
• Other duties as assigned.

Skills

Customer service

Clerical experience

MS Office

Education

High school diploma

18 months related experience or training

Tools

Microsoft Office

Job description

Clopay Corporation is hiring a Customer Support Representative for our Troy, Ohio location. The role focuses on inbound/outbound calls, order entry, and ensuring customer satisfaction. The position supports samples, payments, and order changes within our automated systems.

Ideal candidates will have a high school diploma and 18 months of related experience, plus proficiency with Microsoft Office. This full-time role uses the ACD system to maintain a high call-answer rate and strong service