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Client Support Specialist
2 months ago
For nearly 70 years, MasterBrand has been shaping the environments where individuals gather, enhancing lives and crafting significant memories for our clients. Our stylish offerings, extensive dealer and retail network, along with our committed team members, have established us as the leading residential cabinet provider in North America. Our distinctive culture of ongoing enhancement is rooted in trusting the tools, empowering the team, and progressing forward, sustained by over 14,000 associates across more than 20 manufacturing facilities and offices.
Position Overview
The Customer Service Associate is pivotal in addressing our clients' needs within the Builder channel by effectively resolving inquiries and coordinating service requests. This role is dedicated to a specific client, responding to inquiries primarily through electronic communication and ensuring prompt replies. The position operates onsite during standard business hours.
Key Responsibilities
- Handle customer inquiries via phone and electronic communication.
- Ensure all customer communications are addressed within two business hours.
- Identify and implement solutions to resolve client issues.
- Collaborate with Field Service Representatives, Sales Representatives, Builders, and Sub-Contractors to meet expectations.
- Create service work orders in Salesforce for warranty appointments using various communication methods and schedule accordingly.
- Input customer orders and quotes into designated systems.
- Resolve issues related to incomplete service, warranty, quality assessments, and installer debriefs, and finalize service work orders in Salesforce.
- Monitor construction schedules through various communication methods with superintendents, ensuring alignment with Builders' requirements.
- Prepare and confirm parts for technicians.
- Communicate scheduled completion dates with clients for service appointments.
- Act on all internal Salesforce communications requiring additional service trips and process them accordingly.
- Perform other duties as assigned by management.
- A high school diploma or GED is required.
- Higher education or business school certifications are preferred.
- Proficiency in computer systems and Microsoft Office applications is essential.
- A minimum of three years of experience in customer service is required.
- Ability to multitask and prioritize effectively in a dynamic team environment.
Equal Employment Opportunity
MasterBrand Cabinets LLC is an equal opportunity employer, committed to a policy of non-discrimination against any applicant or employee based on various protected categories.
Reasonable Accommodations
MasterBrand Cabinets LLC is dedicated to providing reasonable accommodations to individuals with disabilities.
