Customer Success Representative
Customer Success Representative
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1 Vacancy
Job Description
As a Customer Success Representative youll be part of a dynamic team where your contributions to providing premier customer care are valued and your professional development is prioritized. Join us and become an integral part of our winning team.
This is a fulltime remote position candidates must be located in the Pacific time zone.
DUTIES AND RESPONSIBILITIES
Customer Support: Serve direct customers and consumers by providing product and service assistance and resolving issues to ensure a highquality 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 promptly 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; bachelors degree is a plus.
- Experience: 12 years of of proven direct customer and consumer support experience preferably in the building products industry. 35 years of professional experience preferred.
- Industry Knowledge: Understanding of the building products industry and sales management experience in dealer distribution and/or twostep channel segments preferred
- Skills: Strong problemsolving negotiation and communication skills are essential
- Technical Proficiency: Proficient in telecom software; Microsoft Office applications including Word Excel and PowerPoint
- Time Management: Solid time management skills with the ability to prioritize multiple responsibilities effectively
- Interpersonal Skills: Strong interpersonal and teamwork skills with a high level of integrity and personal motivation
- Adaptability and Flexibility: Being adaptable and open to new ways of working is crucial. Embrace change with a positive mindset
- Resilience: Ability to bounce back from setbacks stay focused and maintain productivity during challenges
- Learning Agility: Be willing to adapt to new processes technologies and ways of thinking
- Collaboration and Teamwork: Collaborate with colleagues share insights and work together to achieve common goals
Additional Information :
Why work for Cornerstone Building Brands
Our teams are at the heart of our purpose to positively contribute to the communities where we live work and play. Fulltime* 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. You can also join one of our Employee Resource Groups which help support our commitment to providing a diverse and inclusive work environment.
*Fulltime is defined as regularly working 30 hours per week. **Union programs may vary depending on the collective bargaining agreement.
All your information will be kept confidential according to EEO guidelines.
The US base rate for this role is $23$26 hourly medical dental vision benefits starting day 1 401k and PTO. Our salary ranges are determined by role level and location. Individual pay is determined by work location and additional factors including jobrelated skills experience and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. (Fulltime is defined as regularly working 30 hours per week.
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 or protected veteran status and will not be discriminated against on the basis of disability. You can find the Equal Employment Opportunity Poster here. You can also view Your Right to Work Poster here along with This Organizations Participation in EVerify Poster here. If youd like to view a copy of the companys affirmative action plan or policy statement please contact Human Resources ator If you have a disability and you believe that you need a reasonable accommodation in order to search for a job opening or to submit an online application please contact Human Resources ator This email is used exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails received for this purpose will be returned. Messages left for other purposes such as following up on an application or technical issues not related to a disability will not receive a response.
California Consumer Privacy Act (CCPA) of 2018
Must be at least 18 years of age to apply.
Notice of Recruitment Fraud
We have been made aware of multiple scams whereby unauthorized individuals are using Cornerstone Building Brands name and logo to solicit potential jobseekers for employment. In some cases jobseekers are being contacted directly both by phone and email. In other instances these unauthorized individuals are placing advertisements for fake positions with both legitimate websites and fabricated ones. These individuals are typically promising highpaying jobs with the requirement that the jobseeker send money to pay for things such as visa applications or processing fees. Please be advised that Cornerstone Building Brands will never ask potential jobseekers for any sort of advance payment or bank account information as part of the recruiting or hiring process.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
