Customer Support Representative

Job Description


Shift:
Full time hours are normally
40 hours per week. Must be able to work between 8am 6pm, no exceptions
Required to attend ~ 4 week instructor led training Monday through Friday in the office.

Schedule:

In Office:
Monday, Tuesday, Wednesday, and Thursdays/ Remote:
Friday - After training

Candidates should have the following skills and education:
High School Diploma or equivalent
Prior customer facing role or call center experience desired
Customer and team focused
Excellent verbal and written communication skills
Able to work in multiple internet based systems
Position will answer emails, chats and calls from 1-800
- Get Pink (Roofing, and General Services)

Interview (Must have access to internet and email)
1st - Pre screen Video/ Phone Screen
2nd - Panel Video interview

Please prep your candidates well for their interviews. Must be able to interview in quiet and un-interrupted place.
Position Specifics:
This is a full-time position (approximately 8 hours a day) between the hours of 8am-6pm, Monday through Friday. Opportunities exist to work over-time based on business need. Schedules will fluctuate within this time frame based on business demand. Qualified candidates must be flexible and available to work slightly varying schedules.
This role operates remote on Fridays. The expectation is Monday, Tuesday, Wednesday and Thursdays will be in office and Friday are remote. Must have reliable internet and Owens Corning will supply equipment to complete successful work from home environment.

Purpose Of The Job
The call center agent is the first point of contact to address direct and indirect customer inquiries, regarding Owens Cornings products and services. The Agent is responsible for ensuring that all questions are handled in a professional and mutually beneficial manner and in accordance with Owens Cornings standards.

Reports to:

Customer Solutions Team Leader
Span of Control:
Individual Role with Assigned Responsibilities



Job Responsibilities
Provide quality service to internal and external customers.
Handle incoming customer calls, emails and web inquiries regarding Owens Cornings products and warranties
Ensure a timely and professional response
Enter all relevant information regarding inquiries into Owens Cornings system
Provide detailed step-by-step instructions to customers concerning website navigation and browsing, warranty claim or claim status, and/or product information
Advise customers on newly available products and programs to promote the OC brand and drive overall sales
Follow up with customers as requested

Metrics:
Call quality score
Customer feedback
Information accuracy
Adherence to schedule
Attendance



Job Requirements

Minimum qualifications:

High School diploma or equivalent (Associates or Bachelors Degree preferred)
At least one year work experience in a customer facing environment

Experience:

Building materials experience desireable
1-3 years prior customer service experience
Prior experience working in a team environment
Demonstrated ability to work independently

Knowledge, skills & abilities:
Strong oral and written communication skills
Proficient typing skills
General business acumen
Proficient working knowledge of the MS Office Suite including Outlook, Word, and Excel
Capable of quickly and accurately identifying customer needs, solving problems systematically, using sound business judgment, and following through on commitments
Strong team building, customer service, planning and organizing skills
High attention to detail with the ability to handle multiple priorities
Ability to excel in a fast paced and ever-changing work environment
Ensures personal accountability
Quickly learns and adapts to change
Inquisitive and curious