Customer Service Representative ll

Clopay•Troy, OH

13d•Onsite

About The Position

At Clopay Corporation, we are more than just North America’s largest residential and commercial garage door manufacturer—we are a powerhouse of innovation, safety, and design. Through our premier brands, we lead the industry in providing groundbreaking high-performance closure solutions for both the places people call home and the spaces where the world does business. Headquartered in Mason, Ohio, and operating state-of-the-art manufacturing facilities in Troy, Ohio, Mountaintop, Pennsylvania, and Goodyear, Arizona, we are a proud American-owned company and a wholly-owned subsidiary of Griffon Corporation. Our reach extends across 55+ distribution centers and thousands of retail locations in the U.S. and Canada ensuring that we deliver the right door for every opening – from homes to businesses and beyond. By joining our team, you become part of a legacy that blends the residential elegance of Clopay, known as "America’s Favorite Garage Doors," with the industrial strength and 180-year heritage of our rolling brands, Cornell and Cookson. Together, we secure everything from family garages to the world's most iconic stadiums and skyscrapers. We currently have an opening for a Customer Service Representative Il in our Troy location.

Requirements

High school diploma and 18 months of related experience and/or training; or equivalent combination of education and experience.
Prior customer service experience, prior clerical or office experience, and Microsoft Office experience.

Responsibilities

Answers inbound and places outbound calls in a call center environment with the goal of increasing business, customer satisfaction and customer retention.
Takes care of somewhat complex customer inquiries and problems and non-routine matters than those handled by Customer Support Representative I.
Performs all order entry and invoicing functions under established automation system controls and process.
Position is logged into ACD system at all times to insure a 94% call answer rate.
Secure customer payments and order changes.
Monitor the timeliness of all orders and open job reports.
Follow-up on complaints which may require replacements, factory servicing or other adjustments to ensure customer’s satisfaction within established policies.
Monitor cycle times and VOC scores to meet desired goals.
Follow-up weekly with accounts on completed jobs and upcoming installations.
Monitor installation quality and return of completed job information.
Communicate with Sales for issue resolution affecting performance metrics.
Communicate with CSRs and installing dealers to maintain established install requirements.
Communicate openly with DCs pertaining to install orders and installer assignments.
Other duties as assigned.