Customer Success Representative

1 week ago

Owatonna, Minnesota, United States Hayfield Window and Door Co. Full time
Job Summary:

The Customer Success Agent is a vital component of the Company's sales and support team at Hayfield Window and Door Co. This role is responsible for ensuring orders are entered, questions are answered, and support is provided to both stakeholders on a regular, daily basis.

Key Responsibilities:
  • Customer Support: Address and interact with customer inquiries that come into the customer service department by providing courteous and prompt responses.
  • Sales Team Collaboration: Work closely with sales team to provide high level of customer satisfaction.
  • Order Processing: Validate customer requests and process customer orders on a daily basis to ensure quick turnaround and order accuracy.
  • Product Education: Educate clients regarding Hayfield Window and Door products and programs.
  • Issue Escalation: Escalate non-routine issues outside of knowledge scope to appropriate supervisor/manager.
  • Reporting: Update management on customer developments/issues and report to department manager any areas that do not meet service expectations.
Primary Responsibilities:
  • Customer Information: Provide support and information on products or services.
  • Order Collection: Collects and enters orders for new or additional products or services.
  • Customer Complaints: Fields customer questions and complaints; when the issue is beyond the representative's knowledge, forwards to the assigned specialist or other appropriate staff.
  • Problem Resolution: Ensures that appropriate actions are taken to resolve customers' problems and concerns.
  • Customer Account Management: Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
Requirements:
  • Physical Requirements: Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.
Entry Level Qualifications:
  • Customer Service Experience: 4-5 years of previous customer service experience.
  • Education: Technical degree or Associates of Arts degree preferred.
  • Communication Skills: Excellent written and verbal communication skills.
  • Problem-Solving Skills: Ability to analyze customer needs, analyze situations, and act accordingly.
  • Time Management: Think clearly and act quickly.
  • Teamwork: Self-motivated, stress and pressure resistant, as well as a quick learner.
  • Attitude: Positive, upbeat, and professional attitude with customers and co-workers.
  • Decision-Making: Strong decision-making and organizational skills.
  • Attention to Detail: Detail-oriented team player with superior follow-through.
  • Negotiation Skills: Great listening and negotiation skills.
  • Energy and Attitude: High energy, great attitude.

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