Builder Jobs

About The Position

Requirements

• Associate degree or higher.
• At least 1 year of customer service experience involving a complex sales cycle in similar industries.
• Proficiency in Microsoft Suite products.
• Strong verbal communication skills and the ability to communicate concisely.
• Strong written communication skills for professional, concise email responses.
• Ability to remain composed and demonstrate urgency while addressing customer issues.
• Ability to listen, understand the core issue, and demonstrate empathy.
• Ability to collaborate with Sales Representatives, Showroom and Network Consultants.
• Ability to manage time and resources efficiently and prioritize customers based on deadlines.
• Ability to self-organize workload and create Salesforce tasks for follow-up items.
• Strong understanding of showroom and plumbing products and ability to apply product knowledge to troubleshoot customer inquiries.
• Ability to maintain scheduled workdays and hours, including onsite presence at the assigned location.
• Ability to lift up to 25 pounds occasionally and sit and stand for extended periods.
• Ability to operate office equipment, including computers and copiers, and meet the role's near-vision and manual-dexterity needs.
• Oral and written communication abilities, including speaking, reading, writing, comprehension, and expression.

Nice To Haves

• Bachelor’s degree or higher.
• More than 1 year of experience in a similar customer service role.
• Strong technical knowledge and ability to learn software such as Salesforce.

Responsibilities

• Maintain knowledge of product lines and product details, and create complete, accurate specifications on demand.
• Use Eclipse to manage backorders communicated by the writer through the calling queue.
• Receive and execute customer purchase orders.
• Contact vendors for backorder updates and ETAs, communicate updates to writers and customers, and provide solutions as needed.
• Enter Service Now tickets for maintenance and technical issues.
• Complete assigned training within the specified timeframe.
• Schedule deliveries, installations, and service calls.
• Work with builders to reconcile billing discrepancies.
• Coordinate deliveries and provide ETAs to project managers and construction superintendents.
• Release products according to need-by dates.
• Follow company and showroom standard operating procedures.
• Answer calls promptly using Reece phone etiquette, troubleshoot issues, and follow up until resolved.
• Communicate clearly with customers and writers using internal notes in Eclipse and/or Salesforce.
• Coordinate with vendors to support shipment and delivery schedules and communicate changes to customers.
• Work toward the stated Net Promoter Score and online review goal of greater than 4.5.
• Share customer issue trends and potential process improvements with the Manager.
• Provide sales assistance when an outside sales team member is unavailable.
• Provide post-sale service, following up on service requests within one business day and checking that deliveries and installations went well.
• Perform other duties as assigned.

Benefits

• Medical and dental insurance.
• Flexible Spending Accounts and Health Savings Accounts.
• Company-paid life insurance.
• Short-term disability.
• 401(k) plan.
• Paid time off and paid holidays.
• Parental leave.
• Voluntary vision insurance.
• Voluntary long-term disability.
• Voluntary life and AD&D insurance.
• Additional voluntary benefits through Corestream.