Customer Service Representative -PT

*Clopay Corporation, Troy, OH     *

Apply:      https://clopay.jobs

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 Consumer Services Representative in our Troy, Ohio manufacturing facility. This position will work Monday, Tuesday and Wednesday. The hours are 9:00AM to 5:00PM.

In this position, the successful candidate will perform the following job responsibilities:

1) Edit, analyze, interpret an service customer inquiries, correspondence, and telephone calls varying broadly in nature and scope relative to pre-purchase questions, product comparisons, how-to-measure information, literature requests, and warranty issues.

2) Generates and mails programmed consumer response letters, processes warranty registration cards, rebate processing, live chat and web-page e-mail responses.

3) Follow-up complaints, which may require replacements, factory servicing or other adjustments to ensure customers' s satisfaction within established policies.

4) Investigate and expedite product (service) warranty claims and complaints in accordance with marketing policies.

5) Maintain references and files incidental to the procedure.

6) Keep the Company informed on warranty and marketing policies, as well as trends in product defects, parts shortages, damages and other related issues.

7) Train, instruct and orient new personnel and trainees.

8) Position is logged into ACD system at all times to insure a 94% call answer rate.

9) Other duties as assigned.

Job Requirements:

• A high school degree is required, college degree preferred, along with a minimum of 3-5 years of call center/customer service experience, preferably in a manufacturing environment.
• Basic computer skills are required with a familiarity of Microsoft Office Products. Internal applicants must have been in their current position for a minimum of 18 months.
• Acquired training for internal candidates includes: CRM training, Clopay residential product training, Holmes residential product training , Ideal residential and commercial training, Operator training, Wind Code training, Oracle training, Order entry skills, Liability/warranty training, Installation/application training, Competitive product training, Leadership training, Problem solving skills and Coaching and counseling training.
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