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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 clientele. Our stylish offerings, extensive dealer and retail network, along with our committed associates, have established us as the leading residential cabinet business in North America. Our unique culture of continuous enhancement is rooted in trusting the tools, empowering the team, and progressing forward, sustained by our over 14,000 associates across more than 20 manufacturing facilities and offices.
Position Overview
The Customer Service Associate role is pivotal in addressing the needs of our clients within the Builder channel by resolving inquiries and coordinating service requests. Assigned to a specific client, this position will handle questions and requests primarily through electronic communication, ensuring prompt responses. The role operates onsite, Monday through Friday, during standard business hours.
Key Responsibilities
- Handle incoming customer inquiries.
- Ensure all customer communications are addressed within a timely manner.
- Identify and recommend solutions to resolve client issues.
- Collaborate with Field Service Representatives, Sales Representatives, Builders, and Sub-Contractors to ensure alignment and meet expectations.
- Create service work orders in Salesforce for warranty appointments using various communication methods and schedule accordingly.
- Input customer orders and quotes into our designated systems.
- Resolve issues related to incomplete service, warranty claims, quality assessments, and installer debriefs, and finalize service work orders in Salesforce.
- Monitor construction schedules through various communication methods with the superintendent and regularly update schedules as required by the Builder.
- Prepare and confirm parts for technicians.
- Communicate scheduled completion dates to clients for service appointments.
- Act on all internal Salesforce communications requiring additional service trips and process accordingly.
- Perform other duties as assigned by management.
- High school diploma or GED is required.
- Further education or business school certifications are preferred.
- Proficiency in computer usage and Microsoft Office applications is essential.
- A minimum of 3 years of experience in customer service is required.
- Ability to multitask and prioritize in a dynamic team environment.
Equal Employment Opportunity
MasterBrand Cabinets LLC is an equal opportunity employer. We do not discriminate against any applicant or employee based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability status, marital status, military status, sexual orientation, genetic history or information, or any other basis protected by law. We also prohibit harassment of applicants or employees based on any of these protected categories.
Reasonable Accommodations
MasterBrand Cabinets LLC is committed to providing reasonable accommodations to individuals with disabilities.
