Contact Center Customer Service Associate

About the role

The Contact Center Customer Service Associate will be based in our Keyser Avenue offices and will report to the Customer Experience Team Supervisor. The pay for this role starts at $21.00.

Essential Functions

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the Essential Functions.

• Exhibit a strong commitment to service excellence, ensuring every customer interaction is positive, personalized, and informative.
• Possess exceptional soft skills and the ability to clearly convey complex information to contacts and end users.
• Work in a dynamic, live phone, chat, and email queue, remaining ready to accept calls unless engaged in scheduled breaks, lunches, or company meetings.
• Demonstrate adequate knowledge of The AZEK Company’s vast product suite to provide complete and accurate information with each interaction.
• Accurately document interactions in a real-time database, summarizing each conversation and noting key topics or drivers of the interaction.
• Collaborate positively with team members to escalate calls and issues that you’ve identified, ensuring that all relevant and necessary information is captured.
• Actively identify customer needs and seamlessly guide conversations to generate high-quality leads, helping to drive sustained sales growth.
• Meet or exceed monthly performance metrics, such as Call Handle Percentage, Unscheduled Idle Time, Lead generation and Customer Satisfaction Survey results.
• Participate in training and other learning opportunities to expand knowledge of company and position.

Qualifications

• Excellent communication and listening skills, strong writing skills are a plus.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and manage customer inquiries across various platforms.
• Empathy, patience, and a customer-first mindset.
• Experience in customer service or call center environment preferred, but not required.
• Previous building products experience preferred but not required.
• High School Diploma or GED required.
• Knowledge of MS operating systems and WS office software programs including MS Word, Excel, and PowerPoint.
• Familiarity of CRMs, such as Salesforce, preferred but not required.

Work Environment

Typical office work environment; frequently sitting at a desk or workstation using a computer, keyboard and mouse. Hands on Training may consist of building product models working with hand and power tools.

• Vision (Near, Distance, Color, Depth).
• Sense of Sound - Able to hear conversational speaking.
• Ability to wear Personal Protective Equipment (PPE) - per safety guidelines.