Senior Customer Service Associate

Position: Customer Experience AssociateLocation: Malvern, PA 19355 (REMOTE)Duration : 6+ monthsShift: 10:30 am – 07.00pmQualifications:Bachelor’s degree or associate Degree or 3 – 5+ years of customer service-related experience required.Attention to detail required.Demonstrate pro-activeness and initiative when dealing with queries and following up on customer questions.A positive attitude with the ability to ‘make things happen’ is essential.Applicants must have a strong customer service focus and recognize the importance of exceeding customer expectations while working within a team-oriented environment.Experience in sales, call center, product support, or similar environment is preferred.Clear and professional communication skills, both oral and writtenExhibit adaptability and very strong problem-solving skillsMust be energetic, results-driven and capable of working in a team environment.Must be a proven team player with the ability to work on own initiative.Must have proven planning, organization, and time management skillsComputers are literate with previous knowledge of Salesforce being an advantage (training can be provided)Responsibilities:The Customer Experience Associate (CEA) will drive, gather and support customer feedback and loyalty creation across all businesses.The incumbent will be responsible for gathering voice of customer data and insights through multiple platforms as well as generating sales leads to the business.The position will implement and execute a strategy for data insights and fostering relationships with customers to gain a competitive advantage in the market.The position will involve collecting customer feedback, answering product and program questions, and proactively working on promoting the business. This position is intended to be flexible in hours.ResponsibilitiesEnsure customers receive a “best in class” customer experience by answering product questions, through inbound calls, emails, chats, NPS and outbound survey calling.These calls range from installation questions to color preferences and run across the spectrum of homeowners to professionals.Proactively promote products and identify opportunities for business development and sales opportunities. Knowledge base and strong communication of all products and promotions.Participate in best practice input around knowledge sharing and enhancements to the team for better efficiency in call center.Capture verbatim customer insights and data through platforms such as Salesforce.Proactively gather insights and pain points of each touchpoint.Support all CertainTeed business in building strong relationships and portfolios of loyal customers and prospecting customers.Collaborate with the Managers, CX team, staff at plant level and sales teams to ensure customer requirements are constantly being met.