Customer Support Representative ll

Clopay Building Products is North America's largest residential garage door manufacturer. We pride ourselves on delivering exceptional customer service as well as unsurpassed quality and innovative products. Our employees are the cornerstone of our success, and we are looking for dynamic individuals to join our team. We have an excellent opportunity for a Customer Support Representative Il in our Troy, Ohio, manufacturing facility.

• 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.