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Customer Service Specialist

Company: Construction Specialties
Location: Hampton
Posted on: June 20, 2022

Job Description:

Description:SCOPE OF POSITION\: TheCustomer Engagement Specialistwill communicatewith customers through live chat on the website and find a rep inquiries to answer questions, solve problems, and troubleshoot. Must be extremely comfortable communicating directly with customers.Must make a continual effort to respond to customers as quickly as possible. When we dont have the answer, find out when the customer needs the answer and get back to them with a solution or options.ESSENTIAL DUTIES AND RESPONSIBILITIES OF THE CUSTOMER ENGAGEMENT SPECIALIST\:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, including but not necessarily limited to the following\:

  • Guide customers through our ordering process in a fast-paced environment using world-class technology.
  • Communicate with customers through Live Chat or Find A Rep using outstanding written skills on both customers initiated, and pro-active chat interactions; capture architect name & location, project name & location; and preference on form of contact (email or phone).
  • Assist customers navigating our website or placing orders online.
  • Provide knowledgeable answers to questions about products, pricing, and availability.
  • Engage with various internal department SMEs to meet our customers' needs.
  • Assist with customers to resolve product returns, shipping inquiries, and order status questions.
  • Once a message is received from a customer, agent must listen carefully to the customers question or complaint before following protocol in order to resolve the issue or answer the question; for customer complaints make sure we understand root cause before applying resolution.
  • Submit quotes for high-quantity orders and custom items.
  • Follow-up on quotes and maintain CRM/SFDC.
  • Capture all frequently asked questions in system so that we capture & expand internal knowledge of CES team.
  • Addressescustomers in an upbeat and positive manner. Even when facing complex problems or difficult questions, its important to maintain a good attitude How can I HELP you?
  • Regularly participate in relevant brainstorm and working sessions to generate new ideas and bestpractices for customer engagement.
  • Support proactive follow-up on market qualified leads (MQLs) and turning them into pre-qualified leads that we can capture in our CRM system and share with our outside sales representation to spec, track and close with CS solutions.
  • Transfer any pre-qualified/sales qualified leads (SQLs) to our local representative network to respond to inquiries from customers, architects concerning price, application of products, and technical product information.
  • Identify performance metrics of what success looks like based on best practices.
  • Other duties as required by management.Qualification:CUSTOMER ENGAGEMENT SPECIALISTKNOWLEDGE/ SKILLS/ EXPERIENCE/ EDUCATION\: (Minimum Education and/or Experience required)
  • HS Diploma or equivalent required, 2-year degree preferred
  • 5 years sales related work strongly preferred
  • Experience in the Construction or Building Materials arena a plus
  • Self-motivated, high energy
  • Skilled at multi-tasking
  • Solution drivenAbility to help customers find solutions
  • Positive attitude
  • Demonstrated strength working in a teamcollaborative environment.
  • Organized, accurate, and comfortable collaborating with other departments
  • Solid written and verbal communication skills
  • Proficient with MS Office Suite
  • Strong customer service skills
  • The ability to solve problems calmly and efficiently, even if the customer is impatient or disgruntled
  • Ability to addresscustomers in an upbeat and positive manner. Even when facing complex problemsor difficult questions, its important to maintain a good attitude
  • Knowledge of CRM systems (Salesforce a plus)
  • Travel not required but future-state might involve an occasional trip.SUPERVISORY RESPONSIBILITIES\:
    • NoPM21 #NCOHRRequired
      Job Industries
      • Customer Service

Keywords: Construction Specialties, Bethlehem , Customer Service Specialist, Other , Hampton, Pennsylvania

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