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Customer Service Associate

2 months ago

Durham, United States MasterBrand Cabinets Full time

The Customer Service Associate position plays a key role in servicing our customers within our Builder channel by resolving customer needs and coordinating service requests. Assigned to a specific customer, they will respond to questions and requests primarily via email and ensure timely response. The position will work onsite, Monday-Friday, 7 am EST to 4 pm EST. Responsibilities Answer customer calls. Respond to all customer communication within 2 business hours of receipt. Diagnose and prescribe solutions to resolve customer concerns. Work with the FSR, Sales Representative, Builder, and Sub-Contractor to ensure alignment and expectations are met. Create service workorders in Salesforce for warranty appointments using phone, email, or web-based communications from Customer/Homeowner and schedule accordingly. Reference warranty calendar for availability and make entries once scheduled. Enter customer orders and quotes using our designated systems. Problem solution incomplete service, warranty, quality walk and installer work debrief and complete service work orders in Salesforce. Keep track of construction schedules through verbal, electronic, or hard copy communications with the superintendent. Accumulate schedules as specifically required by the Builder on a regular basis to keep up with any changes and ensure alignment in Salesforce. Confirm and stage parts for technicians. Communicate scheduled completion dates with Customers for scheduled service appointments. Act upon all internal Salesforce communication requiring additional service trips and process accordingly. Qualifications High school diploma/GED is minimally required. Higher education and/or business school certifications are preferred. Must be experienced with computers and Microsoft Office programs. At least 3 years of customer service experience. Experience with multi-tasking and prioritizing in a fast-paced team environment. #J-18808-Ljbffr