Contact Center CS Associate

The AZEK Company•Scranton, PA

7d•Onsite

About The Position

This role is for a Contact Center CS Associate who will be based in our Keyser Avenue offices and will report to the Customer Experience Team Supervisor. The associate will be expected to exhibit a strong commitment to service excellence, ensuring every customer interaction is positive, personalized, and informative. They will play a key role in promoting the advantages of our product suite and helping customers understand the best products for their individual projects. The role involves working in a dynamic, live Chat and Email queue, maintaining adequate knowledge of The AZEK Company’s vast product suite, accurately documenting interactions in a real-time database, collaborating positively with team members, and generating high-quality leads by identifying customer needs. The associate will also be expected to meet or exceed monthly performance metrics and participate in training and other learning opportunities.

Requirements

Excellent communication and listening skills
Strong writing skills are a plus
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

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.
Possess exceptional soft skills and the ability to clearly convey complex information 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 Chat and Email queue, remaining ready to accept chats 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 with each interaction.
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 that you’ve identified, ensuring that all relevant and necessary information is captured ensuring a successful hand off to other teams/departments.
Actively identify customer needs and seamlessly guide conversations to generate high-quality leads, helping to drive sustained sales growth.
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.