Contact Center Customer Service Associate

The AZEK Company•Scranton, PA

2d•Onsite

About The Position

This role is for a Contact Center Customer Service Associate who will be responsible for providing excellent customer service, promoting the company's product suite, and helping customers understand the best products for their individual projects. The associate will handle customer interactions via phone, chat, and email, manage calls effectively, build product knowledge, and generate leads. The position is based in the Keyser Avenue offices and reports to the Customer Experience Team Supervisor.

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 the product suite and help customers understand the best products for their individual projects.
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 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 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.