Job Description

JOB DESCRIPTION

Customer Support Representative - Bilingual (English and Spanish)

** Mexican and Puerto Rican spanish dialects work really well in this role. Candidate must have some type of customer service experience.

Shift:

• Full time hours are normally 40 hours per week. Must be able to work between 8am – 6pm, no exceptions
• Required to attend ~ 4 week instructor led training Monday through Friday in the office.
• Hybrid Schedule: In Office: Tuesday, Wednesday, and Thursdays - After training

Candidates should have the following skills and education:

• High School Diploma or equivalent
• Prior customer facing role or call center experience desired
• Customer and team focused
• Excellent verbal and written communication skills
• Able to work in multiple internet based systems

**Position will answer emails, chats and calls from 1-800- GET PINK (Roofing, and General Services)

Interview (Must have access to internet and email)

1st - Pre screen Video/ Phone Screen

2nd - Panel Video interview

Position Specifics : This is a full-time position (approximately 8 hours a day) between the hours of 8am-6pm, Monday through Friday. Opportunities exist to work over-time based on business need. Schedules will fluctuate within this time frame based on business demand. Qualified candidates must be flexible and available to work slightly varying schedules.

This role operates as a hybrid schedule. The expectation is Tuesday, Wednesday and Thursdays will be in office and Monday and Friday are remote. Must have reliable internet and the company will supply equipment to complete successful work from home environment.

PURPOSE OF THE JOB

The call center agent is the first point of contact to address direct and indirect customer inquiries, regarding company’s products and services. The Agent is responsible for ensuring that all questions are handled in a professional and mutually beneficial manner and in accordance with company’s standards.

Reports to : Customer Solutions Team Leader

Span of Control : Individual Role with Assigned Responsibilities

JOB RESPONSIBILITIES

Provide quality service to internal and external customers.

• Handle incoming customer calls, emails and web inquiries regarding company’s products and warranties
• Ensure a timely and professional response
• Enter all relevant information regarding inquiries into company’s system
• Provide detailed step-by-step instructions to customers concerning website navigation and browsing, warranty claim or claim status, and/or product information
• Advise customers on newly available products and programs to promote the brand and drive overall sales
• Follow up with customers as requested

Metrics:

• Call quality score
• Customer feedback
• Information accuracy
• Adherence to schedule
• Attendance

JOB REQUIREMENTS

MINIMUM QUALIFICATIONS :

• High School diploma or equivalent (Associates or Bachelors Degree preferred)
• At least one year work experience in a customer facing environment

EXPERIENCE :

• Building materials experience desireable
• 1-3 years prior customer service experience
• Prior experience working in a team environment
• Demonstrated ability to work independently

KNOWLEDGE, SKILLS & ABILITIES :

• Strong oral and written communication skills
• Proficient typing skills
• General business acumen
• Proficient working knowledge of the MS Office Suite including Outlook, Word, and Excel
• Capable of quickly and accurately identifying customer needs, solving problems systematically, using sound business judgment, and following through on commitments
• Strong team building, customer service, planning and organizing skills
• High attention to detail with the ability to handle multiple priorities
• Ability to excel in a fast paced and ever-changing work environment
• Ensures personal accountability
• Quickly learns and adapts to change
• Inquisitive and curious

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