CX Technical Service Representative

Job Summary: As a Contact Center Technical 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. This role requires technical acumen, strong communication skills, and a dedication to delivering exceptional service while guiding customers on building product installation, troubleshooting, and advanced problem-solving abilities.

Pay Rate: $25.60/hour

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: Maintain a customer-first attitude, driven by empathy and a proactive approach to problem-solving. Engage in conversations with customers, meeting them where they are at to deliver exceptional service. Identify lead generations that can help grow our business.
• 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.
• Mechanical and Technical Aptitude: Demonstrate mechanical and technical abilities, enabling a quick grasp of our installation techniques with minimal training.
• Building Product Knowledge: Demonstrate adequate knowledge of building products and familiarity with good building practices. Proficient in using power tools (e.g., drills, miter saws), fasteners, and capable of reading and interpreting installation guidelines and building code reports. Must be comfortable with recommending installation methods and techniques that may not be outlined in internal resources.
• Problem Diagnosis: Independently identify customer questions or issues, diagnose concerns promptly, and utilize internal resources effectively. Exhibit professional inquiry techniques when additional probing is necessary.
• 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 handle escalated calls and issues generated by internal CX team members and Sales representatives, while taking ownership of the interaction with the Customer until resolution or successfully handed off to another team member or Department.
• Performance Metrics: Meet or exceed monthly performance metrics, such as Call Handle Percentage, Unscheduled Idle Time, and Customer Satisfaction Survey results.
• Continuous Education: Participate in training and other learning opportunities to expand knowledge of company and position.

Position Qualifications:

• Hands-on experience with building products and installation techniques.
• Strong technical aptitude and familiarity with power tools and fasteners.
• Exceptional verbal and written communication skills.
• Proficiency with Microsoft Office Suite (Teams and Outlook) and database systems.
• Proven ability to diagnose and resolve technical issues in a timely and professional manner.
• Commitment to achieving performance goals and delivering excellent customer service.

Experience, Education and Computer skills:

• Previous building products experience required.
• Sales Experience and/or Customer Service Experience required, preferably in a contact center environment.
• High School Diploma or GED required.
• Knowledge of MS operating systems and WS office software programs including MS Word, Excel, and Power Point.
• Familiarity of CRMs such as SalesForce preferred but not required

Position Expectations:

Starts and ends with the Customer: A remarkable customer experience is critical to the sustained growth of any business. For every action we take, we ask ourselves, “How will this affect our customers?” Our responsibility is to understand their expectations, then surpass them.

Lead Through Innovation: We are consistently bringing unique, high-tech products to market. Having a complete understanding of our product suite will allow us to address the needs our customers don’t yet know they have.

Value Every Individual: Every individual comes gifted with unique experiences, capabilities and talents and can/will contribute in a unique way to the collective organizational success. We are committed to a safe and respectful work environment and to diversity and inclusion.

The Best Team Wins: Employees feel their work is valued when it contributes to something that produces results. We work best as team, providing feedback and solving problems together in pursuit of a shared goal, to provide the greatest white glove customer experience in the industry.

Better Today than Yesterday: We always ask, “how can we do this better.” As a member of the team, we provide open and honest feedback to how we can do things better.

Always to the Right Thing: As a member of the Experience Team, employees will come out of the gate with the mindset that we make decisions according to what is right, not what is cheapest, fastest, or easiest. We always operate with integrity, transparency, and courage. This should guide our response to every interaction we have with our customers.

Customer Experience Team Members will be based in our Keyser Avenue offices and will report to the Customer Experience Team Supervisor.