Evening Shift Customer Service Specialist — Inbound Calls & Orders

Pay.Com; Troy, Northern (OH, KY); Hybrid; USD 32,000 - 42,000; Full time

Job summary

Clopay Corporation in Ohio offers a Customer Service Representative I position in Troy, with a 12:00 PM to 8:00 PM schedule. You will handle inbound/outbound calls, order entry, and customer inquiries in a call center environment.

Required: high school diploma and 18 months of related experience; proficiency in Microsoft Office. This role supports customers and installers, contributing to satisfaction and timely issue resolution.

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 to increase business, customer satisfaction, and customer retention.
• Takes care of somewhat complex customer inquiries and problems and non-routine matters than those handled by Customer Support Representative I.
• Performs all order entry and invoicing functions under established automation system controls and processes.
• Position is logged into 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 customer's 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 about install orders and installer assignments.
• Other duties as assigned.

Skills

Customer service

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Clopay Corporation in Ohio offers a Customer Service Representative I position in Troy, with a 12:00 PM to 8:00 PM schedule. You will handle inbound/outbound calls, order entry, and customer inquiries in a call center environment.

Required: high school diploma and 18 months of related experience; proficiency in Microsoft Office. This role supports customers and installers, contributing to satisfaction and timely issue resolution.