CC Customer Service Associate

The AZEK Company•Scranton, PA

About The Position

This role focuses on providing exceptional customer service across various communication channels, building positive customer relationships, and resolving inquiries related to products, installation, warranties, orders, and general product applications. The associate will also develop and maintain product knowledge, educate customers on product features and benefits, and manage incoming interactions through phone, chat, email, and CRM work queues. Accurate documentation of customer interactions and maintaining detailed customer records are also key aspects of this position.

Requirements

Exceptional customer service skills
Ability to build positive customer relationships
Active listening skills
Ability to provide accurate and timely solutions
Knowledge of products, installation, warranties, orders, and general product applications
Commitment to customer satisfaction and service excellence
Working knowledge of the company's product portfolio and product applications
Ability to educate customers on product features, benefits, installation practices, and recommended solutions
Ability to provide accurate information to support customer decision-making and project success
Experience managing incoming interactions through phone, chat, email, and CRM work queues
Ability to maintain readiness and responsiveness to customer inquiries
Ability to meet established service level and responsiveness expectations
Ability to accurately document customer interactions within CRM and case management systems
Ability to capture key customer concerns, resolutions, and interaction drivers
Ability to maintain detailed and accurate customer records

Responsibilities

Deliver exceptional customer service across phone, chat, email, and other communication channels.
Build positive customer relationships through professional, personalized, and informative interactions.
Actively listen to customer concerns and provide accurate, timely solutions.
Resolve customer inquiries regarding products, installation, warranties, orders, and general product applications.
Ensure every interaction reflects the company's commitment to customer satisfaction and service excellence.
Develop and maintain working knowledge of the company's product portfolio and product applications.
Educate customers on product features, benefits, installation practices, and recommended solutions.
Provide accurate information to support customer decision-making and project success.
Effectively manage incoming interactions through phone, chat, email, and CRM work queues.
Maintain readiness and responsiveness to customer inquiries throughout assigned schedules.
Meet established service level and responsiveness expectations.
Accurately document customer interactions within CRM and case management systems.
Capture key customer concerns, resolutions, and interaction drivers to support reporting and follow-up activities.
Maintain detailed and accurate customer records.