- Pengalaman
- 3–5 tahun
- Gaji
- USD 53,500 – USD 82,500 / year
- Lowongan
- 1
- Diposting
- 1 jam yang lalu
- Mode kerja
- Bekerja dari rumah
- Pendidikan
- Bachelor's degree or Associate's degree
- Melanjutkan
- Wajib mendaftar
Deskripsi pekerjaan
Role Overview
The Customer Experience Specialist at CertainTeed is entrusted with collecting and analyzing customer feedback and nurturing customer loyalty across all of CertainTeed's business divisions. This role involves gathering voice of customer data and insights through various channels while also generating sales leads to support business growth. The position requires implementing strategic initiatives related to data-driven customer insights and fostering customer relationships to secure a competitive market advantage. Flexibility in work hours is a key aspect of this job.
Key Responsibilities
- Deliver an exceptional customer experience by addressing product inquiries via inbound calls, emails, chats, NPS surveys, and outbound survey calls, catering to diverse audiences from homeowners to professionals.
- Proactively advocate for CertainTeed products, uncover new business development and sales prospects.
- Maintain comprehensive product knowledge and effectively communicate ongoing promotions to customers.
- Contribute best practice recommendations aimed at knowledge sharing and operational improvements within the call center team.
- Record precise customer feedback and insights through CRM platforms such as Salesforce, identifying pain points at each customer interaction stage.
- Support all CertainTeed business sectors by building strong customer relationships and expanding loyal and prospective customer portfolios.
- Collaborate closely with managers, CX teams, plant staff, and sales personnel to consistently meet customer needs.
Candidate Requirements
- Possession of a Bachelor's degree, Associate degree, or 3–5+ years of relevant customer service experience.
- Strong attention to detail and proactive initiative in addressing and following up on customer queries.
- Possess a positive, can-do attitude focused on delivering outcomes.
- Prioritize exceeding customer expectations and thrive in a collaborative, team-oriented setting.
- Preferably have experience in sales, call centers, product support, or similar roles.
- Effective verbal and written communication skills with professional clarity.
- Exhibit adaptability alongside solid problem-solving abilities.
- Demonstrate energy, results orientation, and the capability to contribute both independently and within a team.
- Proficient planning, organization, and time management skills are mandatory.
- Comfortable using computers, familiarity with Salesforce is advantageous though training is available.
About CertainTeed
Operating since 1904 and based in Malvern, Pennsylvania, CertainTeed specializes in innovative and sustainable building materials including roofing, siding, insulation, drywall, and ceilings. As a subsidiary of Saint-Gobain, it employs over 6,300 personnel across more than 60 North American manufacturing plants. The company emphasizes quality and satisfaction, shaping the industry with a commitment to excellence.
Equal Opportunity and Compliance
CertainTeed and Saint-Gobain provide equal employment opportunities without discrimination based on race, color, religion, sex, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected categories in compliance with federal, state, and local laws. For roles based in Washington state, specific pay transparency inquiries can be directed to the SGNA HR Compliance team.
Compensation and Benefits
The national salary range for this position is $53,500 to $82,500 annually, with exact offers varying according to geography, experience, skills, and equity considerations. The job includes eligibility for an annual bonus targeted at 8% of base pay, contingent on company and individual performance. The combined potential cash compensation ranges from $57,700 to $89,100. Bonus payments are variable and not guaranteed.
Employee Benefits
- Health coverage including medical, prescription, vision, and dental
- Flexible spending accounts and health savings accounts
- Wellness programs and employee assistance services
- Paid time off and parental leave
- 401(k) retirement plans with company match and pension options
- Life insurance, disability plans, and voluntary insurance offerings
- Additional perks like legal services, identity theft protection, insurance discounts, backup care services, and employee discount programs