Job Description
Job Description
- 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 the need for further training
- Other related duties as assigned.
Education & Experience Requirements
- High School Education or GED or equivalent work experience
- 2-4 years’ experience in a Customer Care Role
Qualifications and Preferred Skills
- 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
Industry experience preferred
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