Senior Customer Support Specialist - Doors & Solutions

Clopay Corporation; Troy (OH); Vor Ort; USD 36.000 - 52.000; Vollzeit

Zusammenfassung

Clopay Corporation in Troy, Ohio is seeking a Customer Support Representative III to join our manufacturing facility team. The role handles inbound/outbound calls in a high-volume call center, resolving complex inquiries and processing orders with precision.

You will ensure customer payments, track orders, and collaborate with Sales and CSRs to meet performance targets. This full-time position requires a high school diploma and 18 months of related experience, plus experience with Microsoft

Qualifikationen

• High school diploma and 18 months of related experience and/or training.
• Prior customer service experience, prior clerical or office experience and Microsoft Office experience.
• All Customer Support II training, plus Entry Door, Liability/Warranty, Competitive Pricing, Coaching/Counseling, Problem Solving, F&I Installer Set-Up, Sales Training & I-store training.

Aufgaben

• Answers inbound and places outbound calls in a call center environment with the goal of increasing business, customer satisfaction and customer retention.
• Takes care of complex customer inquiries and problems, having experience and advanced knowledge.
• Performs all order entry and invoicing functions under established automation system controls and process.
• Position is logged into ACD system at all times to insure a 94% call answer rate.
• Secure customer payments and order changes.
• Monitor the timeliness of all orders.
• 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 pertaining to install orders and installer assignments.
• Other duties as assigned.

Kenntnisse

Customer service

Problem Solving

Coaching Counseling

Sales Training

I-store training

Ausbildung

High school diploma; 18 months related experience

Tools

Microsoft Office

Jobbeschreibung

Clopay Corporation in Troy, Ohio is seeking a Customer Support Representative III to join our manufacturing facility team. The role handles inbound/outbound calls in a high-volume call center, resolving complex inquiries and processing orders with precision.

You will ensure customer payments, track orders, and collaborate with Sales and CSRs to meet performance targets. This full-time position requires a high school diploma and 18 months of related experience, plus experience with Microsoft