Customer Support Representative lll

Open the Door to Your Future with Clopay Corporation & Cornell Cookson

At Clopay Corporation, we are more than just North America’s largest residential and commercial garage door manufacturer—we are a powerhouse of innovation, safety, and design. Through our premier brands, we lead the industry in providing groundbreaking high-performance closure solutions for both the places people call home and the spaces where the world does business.

Headquartered in Mason, Ohio, and operating state-of-the-art manufacturing facilities in Troy, Ohio, Mountaintop, Pennsylvania, and Goodyear, Arizona, we are a proud American-owned company and a wholly owned subsidiary of Griffon Corporation. Our reach extends across 55+ distribution centers and thousands of retail locations in the U.S. and Canada, ensuring that we deliver the right door for every opening – from homes to businesses and beyond.

By joining our team, you become part of a legacy that blends the residential elegance of Clopay, known as "America’s Favorite Garage Doors," with the industrial strength and 180-year heritage of our rolling brands, Cornell and Cookson. Together, we secure everything from family garages to the world's most iconic stadiums and skyscrapers.

We have an excellent opportunity for a Customer Support Representative lll in our Troy, Ohio manufacturing facility. The hours are 8:00 AM to 5:00 PM - Monday to Friday.

In this position, the successful candidate will perform the following job responsibilities:

• Answers inbound and places outbound calls in a call center environment with the goal of increasing business, customer satisfaction and customer retention.
• Takes care of complex customer inquiries and problems, having experience and advanced knowledge.
• Performs all order entry and invoicing functions under established automation system controls and process.
• Position is logged into ACD system at all times to insure a 94% call answer rate.
• Secure customer payments and order changes.
• Monitor the timeliness of all orders.
• Follow-up on complaints which may require replacements, factory servicing or other adjustments to ensure customer’s satisfaction within established policies.
• Monitor cycle times and VOC scores to meet desired goals.
• Follow-up weekly with accounts on completed jobs and upcoming installations.
• Monitor installation quality and return of completed job information.
• Communicate with Sales for issue resolution affecting performance metrics.
• Communicate with CSRs and installing dealers to maintain established install requirements.
• Communicate openly with DCs pertaining to install orders and installer assignments.
• Other duties as assigned.

Education:

High school diploma and 18 months of related experience and/or training; or equivalent combination of education and experience.

Experience:

Prior customer service experience, prior clerical or office experience and Microsoft Office experience.

Acquired

Skills:

All Customer Support II training, plus, Entry Door, Liability/Warranty, Competitive Pricing, Coaching/Counseling, Problem Solving, F&I Installer Set-Up, Sales Training & I-store training.

We don't just manufacture doors; we engineer the "front door" of the American dream and the security of global commerce. At Clopay, we believe our strength lies in our people. From our design engineers to our manufacturing associates and delivery drivers, every member of the team plays a vital role in our success.

Our team members thrive because we prioritize:

• Unrivaled Scale:
  
  Work for a market leader with a massive manufacturing footprint and a reputation for excellence that spans nearly two centuries.
• A Culture of "What’s Next":
  
  We invest heavily in automation, sustainable materials, and smart-home integration to…