Position Description
Job Summary
*This position hours will be 10:30am to 7pm EST M-F, with room to flex as role develops and grows.*
The Customer Experience Associate (CEA) will drive, gather and support customer feedback and loyalty creation across all CertainTeed businesses. The incumbent will be responsible for gathering voice of customer data and insights through multiple platforms as well as generating sales leads to the business. The position will implement and execute a strategy for data insights and fostering relationships with customers to gain a competitive advantage in the market. The position will involve collecting customer feedback, answering product and program questions and proactively working on promoting the business.
- Ensure customers receive a "best in class" customer experience by answering product questions, through inbound calls, emails, chats. These calls range from installation questions to color preferences and run across the audience spectrum of homeowners to professionals.
- Proactively promote CertainTeed products and identify opportunities for business development and sales opportunities. Knowledge base and strong communication of all CertainTeed products and promotions.
- Participate in best practice input around knowledge sharing and enhancements to the team for better efficiency in call center
- Capture verbatim customer insights and data through platforms such as Salesforce. Proactively gather insights and pain points of each touchpoint.
- Support all CertainTeed business in building strong relationships and portfolios of loyal customers and prospecting customers.
- Collaborate with the Managers, CX team, staff at plant level and sales teams to ensure customer requirements are constantly being met.
Required Qualifications
- A combination of formal education such as a Bachelor's Degree or Associates Degree or 3+ years of experience in customer service-related function.
- Minimum High School Diploma/GED required.
- Attention to detail
- Demonstrate pro-activeness and initiative when dealing with queries and following up customer questions
- A positive attitude with the ability to 'make things happen' is a must
- Applicant must have a strong customer service focus and recognize the importance of exceeding customer expectations while working within a team-oriented environment
- Experience in sales, call center, product support or similar environment is preferred
- Clear and professional communication skills, both oral and written
- Exhibit adaptability and very strong problem-solving skills
- Must be energetic, results-driven and capable of working in a team environment.
Company Summary
Through the responsible development of innovative and sustainable building products,CertainTeed, headquartered in Malvern, Pennsylvania, has helped shape the building products industry for more than 110 years. Founded in 1904 as General Roofing Manufacturing Company, the firm's slogan "Quality Made Certain, Satisfaction Guaranteed," inspired the name CertainTeed. Today, CertainTeed is a leading North American brand of exterior and interior building products, including roofing, siding, fence, decking, railing, trim, insulation, drywall and ceilings.
A subsidiary of Saint-Gobain, one of the world's largest and oldest building products companies, CertainTeed has more than 6,300 employees and more than 60 manufacturing facilities throughout the United States and Canada.www.certainteed.com
Legal Statement
Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.
