Contact Center CS Associate (Live Chat)

The AZEK Company•Scranton, PA

1d•Onsite

About The Position

This role is for a Contact Center Customer Service Associate specializing in Live Chat support. The associate will be responsible for providing excellent customer service, promoting product advantages, and helping customers find the best products for their projects. The position requires effective communication, active queue management, building product knowledge, accurate data entry, team collaboration, lead generation, and meeting performance metrics. Continuous education and participation in training are also expected.

Requirements

Excellent communication and listening skills
Strong problem-solving abilities and attention to detail
Ability to multitask and manage customer inquiries across various platforms
Empathy, patience, and a customer-first mindset
High School Diploma or GED required
Knowledge of MS operating systems and WS office software programs including MS Word, Excel, and PowerPoint

Nice To Haves

Strong writing skills are a plus
Experience in customer service or call center environment preferred, but not required
Previous building products experience preferred but not required
Familiarity of CRMs, such as Salesforce, preferred but not required

Responsibilities

Exhibit a strong commitment to service excellence, ensuring every customer interaction is positive, personalized, and informative.
Promote the advantages of our product suite and help customers understand the best products for their individual projects.
Convey complex information clearly to contacts and end users, ensuring accurate and understandable solutions.
Maintain a conversational approach, actively listening and anticipating needs to provide thoughtful, customer-centric support.
Work in a dynamic, live phone, chat, and email queue, remaining ready to accept calls unless engaged in scheduled breaks, lunches, or company meetings.
Demonstrate adequate knowledge of The AZEK Company’s vast product suite to provide complete and accurate information.
Speak to the general recommended installation of our products.
Accurately document interactions in a real-time database, summarizing each conversation and noting key topics or drivers of the interaction.
Collaborate positively with team members to escalate calls and issues, ensuring all relevant information is captured for a successful hand off.
Actively identify customer needs and seamlessly guide conversations to generate high-quality leads.
Meet or exceed monthly performance metrics, such as Call Handle Percentage, Unscheduled Idle Time, Lead generation and Customer Satisfaction Survey results.
Participate in training and other learning opportunities to expand knowledge of company and position.