Customer Service Representative

POSITION SUMMARY: As a Contact Center Customer Service Representative, you will be the first point of contact for our valued customers, providing exceptional white-glove service across multiple communication channels, including inbound phone calls, chat, and email. Your role will be focused on delivering top-tier support while guiding customers through their inquiries, addressing concerns, recommending products, and generating customer leads to the right internal and external channel partners.

Pay Rate: $21.00/hour

Schedule: Monday-Friday 8:00am to 4:30pm

ESSENTIAL FUNCTIONS:

Reasonable Accommodations Statement
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.

• Customer Focus: You’ll be expected to exhibit a strong commitment to service excellence, ensuring every customer interaction is positive, personalized, and informative. You’ll play a key role in promoting the advantages of our product suite and helping customers understand the best products for their individual projects.
• Effective Communication: Possess exceptional soft skills and the ability to clearly convey complex information to contacts and end users, ensuring accurate and understandable solutions. Maintain a conversational approach, actively listening and anticipating needs to provide thoughtful, customer-centric support that goes beyond answering a customer’s initial questions.
• Active Call Management: Work in a dynamic, live phone, chat, and email queue, remaining ready to accept calls unless engaged in scheduled breaks, lunches, or company meetings.
• Building Product Knowledge: Demonstrate adequate knowledge of The AZEK Company’s vast product suite to provide complete and accurate information with each interaction. You will also have knowledge and be able to speak to the general recommended installation of our products.
• Data Entry: Accurately document interactions in a real-time database, summarizing each conversation and noting key topics or drivers of the interaction.
• Team Collaboration: Collaborate positively with team members to escalate calls and issues that you’ve identified, ensuring that all relevant and necessary information is captured ensuring a successful hand off to other teams/departments.
• Lead Generation: Actively identify customer needs and seamlessly guide conversations to generate high-quality leads, helping to drive sustained sales growth.
• Performance Metrics: Meet or exceed monthly performance metrics, such as Call Handle Percentage, Unscheduled Idle Time, Lead generation and Customer Satisfaction Survey results.
• Continuous Education: Participate in training and other learning opportunities to expand knowledge of company and position.

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

Experience, Education and Computer skills:

• 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