Tier 1 Customer Experience Specialist

Supervises a staff of customer service representatives that respond to requests from customers by phone or e-mail and manages the daily workload to ensure required service volume and quality levels are attained. Trains and coaches’ staff in standard policies, procedures, and best practices. Identifies opportunities for operational improvements and implements solutions.

DUTIES AND RESPONSIBILITIES

• Understanding of the Customer Experience Mission, goals and objectives including operational practices that ensure the delivery of Customer Success at Harvey Building Products
• Engages in real-time troubleshooting with customers to resolve technical issues 
• Resolve customer issues with effective problem-solving skills to retain customers
• Manage and answer a high volume of customer calls / questions and resolving calls in a timely manner
• Process daily sales orders, warranty orders and service requests in CenterPoint / SAP systems
• Assists customers effectively by solving customer disputes in a cost effective, timely manner
• Discusses products offered and ensures customer satisfaction
• Assist Contractors, Account Executives and Branch Staff on issues with their orders. Provide prompt, efficient response & resolution to each inquiry such as order status, quality, delivery dates, billing and/or pricing concerns
• Provide Technical information & support for Mfg. products.  Also provide alternative material options as needed
• Maintain excellent knowledge of our products and services in order to understand the customer’s needs
• Maintain open communication with management and other team members
• Any special projects and miscellaneous duties assigned by management
• Adhere to script while handling inbound calls to assist with inquiries
• Work closely with new team members to instruct them on best practices for resolving customer calls and monitor new team members’ activities by providing performance feedback to management during the first few months of training and onboarding to determine

• High School Education or GED or equivalent work experience
• 2-4 years’ experience in a Customer Care Role
• Excellent customer service skills, able to deliver desired customer service experience.
• Motivated and target driven to meet and strive to exceed the sales/service targets and expectations.
• Detail orientated with strong follow up skills.
• Excellent spoken and written communication skills.
• SAP experience preferred.
• Strong Microsoft Office experience

PREFERRED QUALIFICATIONS

• 3-5 years of experience in customer service
• Preferred 1-2 years of experience in a supervisory role.
• Strong presentation skills
• Thorough understanding of communication techniques and practices
• Proven self-starter with initiative and motivation
• Prior experience working in sales and customer relations.
• Outstanding time management skills
• Experience with CenterPoint and SAP desired.
• Team player

Why work for Cornerstone Building Brands?

Our teams are at the heart of our purpose to positively contribute to the communities where we live, work and play. 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. You can also join one of our Employee Resource Groups which help support our commitment to providing a diverse and inclusive work environment.

*Full-time is defined as regularly working 30+ hours per week. **Union programs may vary depending on the collective bargaining agreement.

All your information will be kept confidential according to EEO guidelines.

Cornerstone Building Brands is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. You can find the Equal Employment Opportunity Poster here. You can also view Your Right to Work Poster here along with This Organizations Participation in E-Verify Poster here. If you'd like to view a copy of the company's affirmative action plan or policy statement, please contact Human Resources at 281-897-7788 or [email protected]. If you have a disability and you believe that you need a reasonable accommodation in order to search for a job opening or to submit an online application, please contact Human Resources at 281-897-7788 or [email protected]. This email is used exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails received for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

California Consumer Privacy Act (CCPA) of 2018

Must be at least 18 years of age to apply.

Notice of Recruitment Fraud
We have been made aware of multiple scams whereby unauthorized individuals are using Cornerstone Building Brand's name and logo to solicit potential job-seekers for employment. In some cases, job-seekers are being contacted directly, both by phone and e-mail. In other instances, these unauthorized individuals are placing advertisements for fake positions with both legitimate websites and fabricated ones. These individuals are typically promising high-paying jobs with the requirement that the job-seeker send money to pay for things such as visa applications or processing fees. Please be advised that Cornerstone Building Brands will never ask potential job-seekers for any sort of advance payment or bank account information as part of the recruiting or hiring process.