Customer Success Representative
Customer Success Representative
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1 Vacancy
Job Description
ABOUT THE ROLE
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.
WHAT YOULL 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 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.
WHAT YOULL NEED
- Education: High School Diploma or equivalent required; bachelors 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.
- Skills: Strong problem-solving 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.
Qualifications :
- Education: High School Diploma or equivalent required; bachelors degree is a plus.
- Experience: 1-2 years of of proven direct customer and consumer support experience preferably in the building products industry. 3-5 years of professional experience preferred.
- Industry Knowledge: Understanding of the building products industry and sales management experience in dealer distribution and/or two-step channel segments preferred
- Skills: Strong problem-solving 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 :
This is a remote position ideal candidates will be located in Mountain or Pacific time zones.
The US base rate for this role is $15-$20 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 job-related 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. (Full-time is defined as regularly working 30 hours per week.)
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. 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.
*Full-time is defined as regularly working 30 hours per week. **Union programs may vary depending on the collective bargaining agreement.
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. 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 E-Verify Poster here. If youd like to view a copy of the companys affirmative action plan for protected veterans or individuals with disabilities or policy statement please contact Human Resources at or 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 at or 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 job-seekers for employment. In some cases job-seekers are being contacted directly both by phone and e-mail. In other instances these unauthorized individuals are placing advertisements for fake positions with both legitimate websites and fabricated ones. These individuals are typically promising high-paying jobs with the requirement that the job-seeker send money to pay for things such as visa applications or processing fees. Please be advised that Cornerstone Building Brands will never ask potential job-seekers for any sort of advance payment or bank account information as part of the recruiting or hiring process.
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
