Customer Engagement Specialist

Customer Engagement Specialist - ( 240004M )

Description

CONSTRUCTION SPECIALTIES, INC.

Founded in 1948, Construction Specialties (CS) is a specialty building products manufacturer. CS provides solutions to building challenges that architects, designers, building owners, facility managers, and contractors face every day. Since inventing the first extruded louver, CS has become a global leader in all our product categories. Our products are a part of some of the most iconic buildings around the world-from the world's tallest tower, Burj Khalifa in Dubai, to the Oculus at the World Trade Center Transit Hub in Manhattan. If you want to work in an inspiring atmosphere and collaborate with customers and colleagues to solve challenges, we're the right place for you. CS: People. Buildings. Better.

Equal opportunity is not only the law but is the basis of how we ensure that our workplace fosters an environment of fairness, equality, and respect. It is the policy of Construction Specialties to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by applicable federal, state or local law. In addition, Construction Specialties will provide reasonable accommodations for qualified individuals with disabilities unless the accommodation would impose an undue hardship on our operations.

SCOPE OF POSITION:

The CES will communicate with customers through live chat on the website and "find a rep" inquiries to answer questions, solve problems, and troubleshoot. Must be extremely comfortable communicating directly with customers. Must make a continual effort to respond to customers as quickly as possible. When we don't have the answer, find out when the customer needs the answer and get back to them with a solution or options.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, including but not necessarily limited to the following:

• Guide customers through our ordering process in a fast-paced environment using world-class technology.

• Communicate with customers through Live Chat or Find A Rep using outstanding written skills on both customer initiated, and pro-active chat interactions; capture architect name & location, project name & location; and preference on form of contact (email or phone).

• Assist customers navigating our website or placing orders online.

• Provide knowledgeable answers to questions about products, pricing, and availability.

• Engage with various internal department SME's to meet our customers' needs.

• Assist with customers to resolve product returns, shipping inquiries, and order status questions.

• Once a message is received from a customer, agent must listen carefully to the customer's question or complaint before following protocol in order to resolve the issue or answer the question; for customer complaints make sure we understand "root cause" before applying resolution.

• Proper vetting of Marketing Qualified Leads (MQLs) for the Sales Channel

• Follow-up on quotes and maintain CRM/SFDC.

• Capture all "frequently asked questions" in system so that we capture & expand internal knowledge of CES team.

• Addresses customers in an upbeat and positive manner. Even when facing complex problems or difficult questions, it's important to maintain a good attitude..."How can I HELP you?"

• Regularly participate in relevant brainstorm and working sessions to generate new ideas and best practices for customer engagement.

• Support proactive follow-up on market qualified leads (MQL's) and turning them into pre-qualified leads that we can capture in our CRM system and share with our outside sales representation to spec, track and close with CS solutions.

• Transfer any "pre-qualified"/sales qualified leads (SQL's) to our local representative network to respond to inquiries from customers, architects concerning price, application of products, and technical product information.

• Identify performance metrics of what success looks like based on best practices.

• Other duties as required by management.

Qualifications

KNOWLEDGE/ SKILLS/ EXPERIENCE/ EDUCATION: (Minimum Education and/or Experience required)

• HS Diploma or equivalent required, 2 year degree preferred

• 1-3 years sales

• Construction and/or Architectural Industry Experience a plus

• Ability to multitask in different platforms while helping customers

• Self-motivated, high energy

• Solution driven...Ability to help customers find solutions

• Positive attitude

• Ability to work within a collaborative, team-oriented environment

• Organized, accurate, and comfortable collaborating with other departments

• Solid written and verbal communication skills

• Proficient with MS Office Suite

• Strong customer service skills

• The ability to solve problems calmly and efficiently, even if the customer is impatient or disgruntled

• Ability to address customers in an upbeat and positive manner. Even when facing complex problems or difficult questions, it's important to maintain a good attitude

• Knowledge of CRM systems (Salesforce a plus)

SUPERVISORY RESPONSIBILITIES:

• No

Primary Location : US-NJ-Lebanon

Sales

Travel : No

Employee Type: : Full-Time Regular

Req ID: 240004M