Customer Engagement Specialist; hybrid

Job Description - Customer Engagement Specialist (hybrid) (25000AE)

Job Description

Description

Founded in 1948, Construction Specialties (CS) is a specialty building products manufacturer. CS provides solutions to building challenges that architects, designers, building owners, facility managers, and contractors face every day. Since inventing the first extruded louver, CS has become a global leader in all our product categories. Our products are a part of some of the most iconic buildings around the world – from the world’s tallest tower, Burj Khalifa in Dubai, to the Oculus at the World Trade Center Transit Hub in Manhattan.

If you want to work in an inspiring atmosphere and collaborate with customers and colleagues to solve challenges, we're the right place for you. CS:
People. Buildings. Better.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other characteristic protected by applicable federal, state or local law.

The Customer Engagement Specialist will engage decision makers (architects, designers, general contractors, subcontractors, etc.) via the website, 800 calls for technical questions, Live Chat inquiries, etc. The role of the position is to represent inside technical sales and act as the central depository of CS information. When we don’t have the answer in-house for new technical questions, the CE team will go and get the answer so that we house all the latest technical knowledge within CS in one CS location: providing solutions and options for design and construction opportunities.

The CE team becomes the CS depository of technical knowledge and expertise.

• Customer facing...Proactively and reactively engages with key influencer customers (architects, designers, general contractors , subcontractors and CS Representatives) handling technical questions and providing solution options using discretion and independent judgement.
• Assist customers by navigating our website or placing orders online, including guiding customers through the selection & ordering process.
• Actively works with our key influencers (architects, owners, general and sub-contractors) through the selection and specification processes; engages BU Product Specialists when necessary to expand knowledge base.
• Serves as a subject generalist for all CS products and services.
• Engage with various internal department SMEs to meet our customers' needs.
• Assist with customers to resolve product returns, shipping inquiries, and order status questions.
• Assists with customer complaints, asking questions to best understand root cause, then create a fast and fair resolution.
• Consistently inputs and maintains quality information on representatives, customers and projects into SFDC.
• Engages with project/quote follow-up with outside sales and will maintain SFDC.
• Handles customer engagement on 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).
• Provide knowledgeable answers to questions about technical, products, pricing, and availability.
• Coordinates and communicates activities and results with Customer Engagement Manager.
• Captures all “frequently asked questions” in system so that we home & expand internal product and technical knowledge of CES team into a central depository of technical competency for One CS.
• Addresses customers in an upbeat and positive manner. Even when facing complex problems or difficult questions, it’s important to maintain a good attitude…“How can I HELP you?”
• Once a message is received from a customer, agent must listen carefully to the customer’s question or complaint before following protocol to resolve the issue or answer the question; for customer complaints make sure we understand “root cause” before applying resolution.
• Regularly participate in relevant brainstorming and working sessions to generate new ideas and best practices for customer…