Senior Customer Service Associate

Net2Source (N2S) is a company focused on enhancing customer experience, and they are seeking a Senior Customer Service Associate to drive customer feedback and loyalty. The role involves gathering customer insights, promoting products, and ensuring a best-in-class customer experience through various communication channels.

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
• Ensure 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

Requirements:

• 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
• Clear and professional communication skills, both oral and written
• Exhibit adaptability and very strong problem-solving skills
• Must 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 skills
• Computers are literate with previous knowledge of Salesforce being an advantage (training can be provided)
• Experience in sales, call center, product support, or similar environment is preferred