Customer Support Representative l - Part Time

Clopay•Troy, OH

4d•Onsite

About The Position

Clopay Corporation is hiring a part-time Customer Support Representative I at its Troy, Ohio location. The position works three days per week in a call center environment, supporting customers and coordinating order and installation matters. The representative handles customer calls, order entry, invoicing, payments, order changes, complaints, and follow-up while working within established processes and performance goals.

Requirements

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

Responsibilities

Answer inbound calls and place outbound calls to support business growth, customer satisfaction, and customer retention.
Perform order entry and invoicing under established automation system controls and processes.
Remain logged into the ACD system to help achieve a 94% call answer rate.
Secure customer payments and process order changes.
Monitor the timeliness of orders and open job reports.
Follow up on complaints that may require replacements, factory servicing, or other adjustments, in accordance with 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 the return of completed job information.
Communicate with Sales to resolve issues affecting performance metrics.
Communicate with CSRs and installing dealers to maintain established installation requirements.
Communicate with distribution centers about installation orders and installer assignments.
Perform other duties as assigned.