Customer Success Agent

Hayfield Window and Door Co.•Hayfield, MN

About The Position

The Customer Success Agent (CSA) supports both outside sales representatives and a dedicated portfolio of key customers by managing order entry, responding to inquiries, and providing ongoing daily support in a fast-paced, high-volume environment. This role partners closely with assigned sales reps to build strong customer relationships, drive satisfaction, and promote retention and loyalty. Using a consultative, multi-channel customer success approach, the CSA helps customers maximize the value of the company’s products and services while ensuring timely issue resolution and a positive overall experience.

Requirements

4-5 years of previous customer service experience
Technical degree or Associates of Arts degree preferred
Ability/Willingness to build relationship with customers
Ability to analyze customer needs…analyze situations and act accordingly
Think clearly and act quickly
Excellent written and verbal communication skills
Able to work under pressure and change priorities while working with interruptions
Self-motivated, stress and pressure resistant, as well as a quick learner
Positive, upbeat, and professional attitude with customers and co-workers
Strong decision-making and organizational skills
Detail oriented team player with superior follow through
Great listening and negotiation skills
High energy, great attitude
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.

Responsibilities

Address and interact with customer inquiries that come into the customer service department by phone, web/email, mail, fax, chat by providing courteous and prompt responses
Work closely with sales team to provide high level of customer satisfaction
Validate customer requests
Process customer orders on the daily basis to ensure quick turnaround and order accuracy
Educate clients regarding Hayfield Window and Door products and programs
Escalate non-routine issues outside of knowledge scope to appropriate supervisor/manager.
Update management on customer developments/issues
Report to department manager any areas that do not meet service expectations.
support and information on products or services.
Collects and enters orders for new or additional products or services.
Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
Ensures that appropriate actions are taken to resolve customers problems and concerns.
Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
Performs other related duties as assigned.