Customer Success Representative
Apply NowLocation:
Denver, CO, US
Company:
Cornerstone Building Brands specializes in manufacturing building products and solutions, aimed at enhancing the communities where we operate.
Summary:
The Customer Success Representative will provide premier customer care and support, managing accounts and resolving customer inquiries. Candidates should have a high school diploma and relevant customer service experience, particularly in the building products industry.
Requirements:
Technology: Microsoft Office applications (Word, Excel, PowerPoint)
Hard Skills: Problem-solving, Negotiation, Communication
Credentials: High School Diploma or equivalent, Bachelor’s degree (preferred)
Experience: 1-2 years of proven direct customer and consumer support experience, 3-5 years of professional experience (preferred)
Job Description:
Job Description
ABOUT THE ROLE
As a Customer Success Representative, you'll be part of a dynamic team where your contributions to providing premier customer care are valued, and your professional development is prioritized. Join us and become an integral part of our winning team.
WHAT YOU’LL DO
Customer Support: Serve direct customers and consumers by providing product and service assistance and resolving issues to ensure a high-quality customer experience. Take personal responsibility for each interaction, regardless of brand, to ensure customer needs are met from initial order receipt through delivery, invoicing, and warranty. Complete all assigned responsibilities within the requested timeframes.
Account management: Ensure leadership and sales team members are informed of pertinent activities related to each customer account. Monitor orders using routine exception reports and intervene as necessary to ensure smooth processing and maximum customer satisfaction.
Information Accuracy: Provide customers with accurate information regarding pricing, market conditions, product updates, and any other factors that may impact their order. Ensure clear communication and understanding of any changes or issues. Encourage use of portal, as appropriate.
Issue Resolution: Assist customers and sales team members with inquiries or problems concerning their orders, such as quality, delivery coordination, product availability, pricing, and billing. Provide prompt and efficient responses to ensure swift resolution.
Technical Support: Offer product technical information to respond to customer inquiries and recommend alternative materials or products when necessary. Connect customers with qualified divisional personnel for more sophisticated technical inquiries.
Collaboration: Partner with sales and operations teams to ensure a premier customer experience is achieved through effective communication and collaboration.
Escalation Management: Promptly engage Team Leads when appropriate to ensure escalated issues are promptly addressed.
Training: Assist with training sessions for CSRs focused on enhancing soft skills, product knowledge, and system proficiency. Assist with onboarding and training new employees. Lead customer training sessions on the use of configurators or portals.
Continuous Improvement: Support colleagues by contributing to process improvements and special projects aimed at increasing customer satisfaction and optimizing internal workflows.
WHAT YOU’LL NEED
