Customer Support Representative III - THD VIP Location Troy, OH : Clopay Corporation is North America's largest residential garage door manufacturer. We pride ourselves on delivering exceptional customer service as well as unsurpassed quality and innovative products. Our employees are the cornerstone of our success, and we are looking for dynamic individuals to join our team. We have an excellent opportunity for a Customer Support Representative - THD VIP in our Troy, Ohio manufacturing facility. In this position, the successful candidate will perform the following job responsibilities:
Answers inbound and places outbound calls in a call center environment with the goal of increasing business, customer satisfaction and customer retention. Effectively manages Home Depot VIP customer orders by pro-actively working with customers, THD stores, and installers directly to ensure an exceptional customer experience. Strong verbal & written communication skills. Advanced product knowledge in the Reserve, Avante, and Canyon Ridge product lines. Ability to process orders effectively and accurately in Oracle's OFS system. Fosters key relationships with key Clopay personnel and Clopay's installer network. Well organized to sure all VIP customer touch-points are met. 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. Job Requirements:
A high school degree is required, college degree preferred, along with a minimum of 18 months of experience with Clopay's Customer Experience Team. Ability to be a forward thinker that suggests and modifies the program as it progresses over time to better serve our customers. Well versed in the THD + Clopay processes, systems, and tools. Basic computer skills are required with a familiarity of Microsoft Office Products. Please visit our website at ,
to learn more about our company. An Equal Opportunity Employer, providing a drug-free work environment. Get job alerts by email. Sign up now! Join Our Talent Network! Job Snapshot Employee Type Full-Time Location Troy, OH (Onsite) Job Type Admin - Clerical Experience Not Specified Date Posted 01/08/2024
