Customer Service Representative III -THD VIP

Clopay Corporation 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 are hiring for our Troy, Ohio, Plant.  Shift hours are Monday thru Friday, 8am to 4pm.

Responsibilities/Principal Duties:

¨ Answers inbound and places outbound calls in a call center environment with the goal of increasing business, customer satisfaction, and customer retention.

¨ Performs all order entry and invoicing functions under established automation system controls and processes.

¨ Position is logged into the ACD system at all times to ensure 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.

Education: High school diploma and 18 months of related experience and/or training; or equivalent combination of education and experience.

Experience: Prior customer service experience, prior clerical or office experience, and Microsoft Office experience.