Address
Form of workESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
SUPERVISORY RESPONSIBILITIES
None
QUALIFICATIONS
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.
EDUCATION and/or EXPERIENCE
LANGUAGE / COMMUNICATION SKILLS
Requires good written and verbal communication skills with external and internal customers
MATHEMATICAL SKILLS
Calculating skills to understand product configurations
Ability to provide basic analysis of data
REASONING ABILITY
Ability to effectively manage difficult and/or confrontational telephone interactions
CERTIFICATES, LICENSES, REGISTRATIONS
None required
PHYSICAL DEMANDS / WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
TRAVEL REQUIREMENTS
No travel requirements
- Receives phone calls, letters and e-mail inquiries from consumers, contractors, dealers, architects, insurance companies, building departments and responds following established procedures
- Researches, resolves and follows-up on consumer complaints by acting as liaison with other departments including Field Service, Marketing, Sales, Manufacturing, Shipping and Quality Systems
- Provides first level support for consumer escalations
- Escalates difficult complaints or inquiries to supervisor for assistance and/or handling
- Maintains case records of consumer inquiries to provide necessary data to analyze the interests, concerns and issues of consumers
- Navigate through product related documents to further assist certain consumers in answering specific questions regarding PGTI products.
- Understand search engine behavior, social media, forums, blogs, ratings and reviews, etc.
- Online management of Google My Business (GMB) reviews, social media messages and comments (Facebook/Twitter) and directing them to the appropriate channel of communication.
- Using a tone of voice to diffuse frustration and mitigate any future negative interactions by reach out to dissatisfied customers.
- Track and monitor brand specific conversations and mentions on social media.
- Communicate with customers via ORM digital tools (Agorapulse, Conversion.ai, ORM workbook).
SUPERVISORY RESPONSIBILITIES
None
QUALIFICATIONS
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.
EDUCATION and/or EXPERIENCE
- Proficient in Microsoft Office software (Word, Excel, Power Point, Outlook)
- Requires in-depth understanding of:
- Customer Care Processes and Procedures
- Competency in utilization of ERP Systems, PGTI products and department tools
- Conflict Management
- Online Reputation Management
LANGUAGE / COMMUNICATION SKILLS
Requires good written and verbal communication skills with external and internal customers
MATHEMATICAL SKILLS
Calculating skills to understand product configurations
Ability to provide basic analysis of data
REASONING ABILITY
Ability to effectively manage difficult and/or confrontational telephone interactions
CERTIFICATES, LICENSES, REGISTRATIONS
None required
PHYSICAL DEMANDS / WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Usual office environment with frequent sitting, walking, and standing, and occasional climbing, stooping, kneeling, crouching, crawling, and balancing.
- Frequent use of eye, hand, and finger coordination enabling the use of office machinery.
- Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone.
- The position requires consistent daily attendance to provide the necessary level of customer service
TRAVEL REQUIREMENTS
No travel requirements
