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Customer Service Representative

2 months ago

Riverview, Florida, United States MasterBrand Cabinets Full time
Job Description

The Customer Service Associate position plays a vital role in delivering exceptional customer experiences. As a key member of our team, you will be responsible for resolving customer inquiries and concerns in a timely and professional manner.

Key Responsibilities:
  • Customer Communication: Respond to customer calls, emails, and other forms of communication in a prompt and courteous manner.
  • Problem-Solving: Diagnose and resolve customer concerns in a fair and efficient manner.
  • Collaboration: Work closely with internal stakeholders, including the Field Service Representative, Sales Representative, Builder, and Subcontractor, to ensure seamless communication and alignment.
  • Order Management: Create and manage service workorders in Salesforce, ensuring accurate and timely completion of warranty appointments.
  • Order Entry: Enter customer orders and quotes into our designated systems, ensuring accuracy and attention to detail.
  • Quality Control: Conduct quality walks and debrief with installers to ensure high-quality service and resolve any issues.
  • Schedule Management: Track construction schedules through verbal, electronic, or hard copy communications with the superintendent, ensuring alignment with Salesforce and timely completion of service appointments.
  • Part Management: Confirm and stage parts for technicians, ensuring timely completion of service appointments.
  • Customer Communication: Communicate scheduled completion dates with customers for scheduled service appointments.
  • Internal Communication: Act upon internal Salesforce communication requiring additional service trips and process accordingly.
Requirements:
  • Customer Focus: Demonstrate a customer-centric approach, prioritizing customer satisfaction and experience.
  • Attention to Detail: Maintain high levels of accuracy and attention to detail in all aspects of the job.
  • Communication Skills: Possess excellent verbal and written communication skills, with the ability to interact effectively with customers, internal stakeholders, and the general public.
  • Analytical Skills: Demonstrate strong analytical skills, with the ability to read, analyze, and interpret business information, documents, and regulations.
  • Problem-Solving Skills: Possess strong problem-solving skills, with the ability to resolve complex customer concerns and issues.
  • Computer Literacy: Demonstrate proficiency in Microsoft Office software programs, including Microsoft Word and Excel, with experience using AS400 and Salesforce a plus.
  • Account Relationship Experience: Possess previous experience working with accounts and customers, with a strong understanding of account management principles.
  • Multi-Tasking: Demonstrate the ability to multitask and prioritize in a fast-paced team environment.
  • Stress Management: Possess the ability to handle stressful situations while remaining calm and composed.