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 approximately 4 weeks of instructor‑led training Monday through Friday in the office. Hybrid schedule:
In‑office Tuesday, Wednesday, and Thursday after training.

• High School Diploma or equivalent
• Prior customer‑facing role or call center experience desired
• Customer‑ and team‑focused
• Excellent verbal and written communication skills
• Ability 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
• Must be able to interview in a quiet, uninterrupted place
• Qualified candidates must be flexible and available to work slightly varying schedules
• Must have reliable internet;
  Corning will supply equipment to complete successful work‑from‑home environment

The call center agent is the first point of contact to address direct and indirect customer inquiries regarding Corning’s 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 Corning’s standards.

Reports to:

Customer Solutions Team Leader
Span of Control:
Individual role with assigned responsibilities

• Provide quality service to internal and external customers
• Handle incoming customer calls, emails and web inquiries regarding Corning’s products and warranties
• Ensure a timely and professional response
• Enter all relevant information regarding inquiries into Corning’s 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

• Call quality score
• Customer feedback
• Information accuracy
• Adherence to schedule
• Attendance

Minimum qualifications:

• High School diploma or equivalent (Associate’s or Bachelor’s degree preferred)
• At least one year of work experience in a customer‑facing environment

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

• 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