Customer Service Representative

About the role

This is a hybrid role based out of our Phoenix, AZ plant requiring 2 days in the office per week.

Responsibilities

• Serve direct customers and consumers by providing product and service assistance and resolving issues to ensure a high-quality customer experience.
• Ensure leadership and sales team members are informed of pertinent activities related to each customer account.
• Provide customers with accurate information regarding pricing, market conditions, product updates, and any other factors that may impact their order.
• Assist customers and sales team members with inquiries or problems concerning their orders, such as quality, delivery coordination, product availability, pricing, and billing.
• Offer product technical information to respond to customer inquiries and recommend alternative materials or products when necessary.
• Partner with sales and operations teams to ensure a premier customer experience is achieved through effective communication and collaboration.
• Promptly engage Team Leads when appropriate to ensure escalated issues are promptly addressed.
• Assist with training sessions for CSRs focused on enhancing soft skills, product knowledge, and system proficiency.
• Support colleagues by contributing to process improvements and special projects aimed at increasing customer satisfaction and optimizing internal workflows.

Qualifications

• A High School Diploma or equivalent required; bachelor’s degree is a plus.
• 1-2 years of proven direct customer and consumer support experience, preferably in the building products industry.
• Understanding of the building products industry and sales management experience in dealer, distribution, and/or two-step channel segments preferred.
• Proficient in telecom software; Microsoft Office applications including Word, Excel, PowerPoint, and CRM.

Benefits

All full-time team members receive medical, dental and vision benefits starting day 1. Other benefits include PTO, paid holidays, FSA, life insurance, LTD, STD, 401k, EAP, discount programs, tuition reimbursement, training, and professional development.

Pay

Not specified

Schedule

Shift: Day Shift