Customer Support Representative lll

Clopay•Troy, OH

1d•Onsite

About The Position

Clopay Corporation is seeking a Customer Support Representative lll for its Troy, Ohio manufacturing facility. This role is crucial for increasing sales and service efficiencies of all installation programs by leveraging the installer network and maintaining strong relationships with distribution centers, sales, and operations. The representative will manage assigned customers and retail accounts, encompassing furnish and install services for retail accounts, serving both internal and external customers.

Requirements

Advanced knowledge and experience to handle complex customer inquiries and problems.
Proficiency in order entry and invoicing functions.
Ability to secure customer payments and order changes.
Skill in monitoring order timeliness and cycle times.
Capability to follow up on complaints and ensure customer satisfaction within established policies.
Experience in monitoring installation quality and job information return.
Strong communication skills for issue resolution and coordination with various teams (Sales, CSRs, dealers, DCs).

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 complex customer inquiries and problems, having experience and advanced knowledge.
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.
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.