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Clopay Corporation · 1 day ago

Customer Support Representative ll

Troy, OH

Full-time

Onsite

New Grad, Entry Level

Clopay Corporation is North America's largest residential garage door manufacturer, known for exceptional customer service and innovative products. The Customer Support Representative II will handle complex customer inquiries, manage order entry and invoicing, and ensure customer satisfaction by monitoring orders and communicating with various stakeholders.

Consumer GoodsManufacturingReal Estate

Responsibilities

Answers inbound and places outbound calls in a call center environment with the goal of increasing business, customer satisfaction and customer retention

Takes care of somewhat complex customer inquiries and problems and non-routine matters than those handled by Customer Support Representative I

Performs all order entry and invoicing functions under established automation system controls and process

Position is logged into ACD system at all times ton insure a 94% call answer rate

Secure customer payments and order changes

Monitor the timeliness of all orders and open job reports

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