Contact Center Customer Service Associate
About The Position
The Contact Center Customer Service Associate will be based in our Keyser Avenue offices and will report to the Customer Experience Team Supervisor. As a member of the Customer Experience Team, you will work to instill the core-values into your day-to-day work activities and interactions with our Customers. This role requires a strong commitment to service excellence, effective communication, and a customer-first mindset. You will be responsible for managing customer interactions across various platforms, building product knowledge, and contributing to sales growth through lead generation. The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.
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.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
