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Service Excellence Associate
2 months ago
Customer Service Associate
Company: Fortune Brands & Security, Inc.
Position Type: Full-time
Department: Customer Service
Job Overview
The Customer Service Associate is essential in addressing the needs of our clients. This role is tasked with ensuring customer requirements are accurately documented and fulfilled in a timely manner. The CSA collaborates closely with Builders, the Masterbrand field Team, and Subcontractors to effectively resolve any client issues that may arise.
Reporting Structure
This position reports directly to the Operations Supervisor.
Key Responsibilities
- Handle incoming customer inquiries.
- Ensure all customer communications are addressed within two business hours.
- Diagnose issues and recommend solutions to resolve client concerns.
- Coordinate with the FSR, Sales Representative, Builder, and Sub-Contractor to ensure expectations are met.
- Create service work orders in Salesforce for warranty appointments based on client communications and schedule accordingly.
- Input customer orders and quotes into designated systems.
- Resolve incomplete service issues, warranty claims, and installer work debriefs in Salesforce.
- Monitor construction schedules through various communication methods with the superintendent.
- Confirm and prepare parts for technicians.
- Communicate scheduled completion dates to clients for service appointments.
- Act on all internal Salesforce communications that require additional service trips.
- Perform other duties as assigned by management.
Desired Attributes
- Strong customer focus with an emphasis on overall satisfaction.
- Meticulous attention to detail and accuracy in work.
- Excellent interpersonal and communication skills with both internal and external customers.
- Ability to read and interpret business documents and regulations in English.
- Proficient in writing reports and business correspondence.
- Skilled in presenting information and responding to inquiries from associates and clients.
- Competent in performing calculations related to pricing, service timeframes, and discounts.
- Adept at solving practical problems in variable situations.
- Prior experience in a related field is preferred.
- Familiarity with Microsoft Office and Salesforce is advantageous.
- Experience in managing multiple tasks in a fast-paced environment.
- Ability to maintain composure in stressful situations.
Educational Requirements
A high school diploma or GED is required, with higher education or business school certifications preferred.
Additional Information
Fortune Brands & Security, Inc. is committed to providing a diverse range of cabinetry products to meet various budgets and lifestyles. Our extensive North American presence and dedicated team of employees work together to help individuals achieve their vision of a welcoming home through innovative design and functionality.
Equal Employment Opportunity
Fortune Brands & Security, Inc. is an equal opportunity employer, evaluating qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status, or any other legally protected characteristic.
