Job Description

Hayfield Window & Door is a growing manufacturer of premium quality vinyl windows and consistently ranks as a Top 100 Window and Door Manufacturer in North America. We are looking for an CSA that Customer service experience, confidence, accountability, trustworthy, honesty, professional presence, persistence, ability to listen, proven ability to develop and grow markets, customer development and maintain customer relationships.

Hayfield Window and Door benefits include:

• Medical, Dental and Vision insurance
• 401(k) plan
• Vacation pay
• Sick Days and Paid Holidays

Salary position: Base salary $41,600 with .25% commission on paid invoices.

Job Summary:

The Customer Success Agent is an integral component of the Company's sales and support team. The CSA is assigned an outside sales rep and dedicated assortment of key company customers and responsibility to ensure orders are entered, questions are answered, and support is provided to both stakeholders on a regular, daily basis. In this role, the Customer Success Agent works in a fast paced, high volume in reach environment and is responsible for receiving and resolving outside sales rep and customer inquiries in a timely manner.

The Customer Success Agent is responsible for maintaining outside sales and developing customer relationships that promote retention and loyalty. Their job is to work closely with outside sales reps and customers to ensure they are satisfied with the products and services they receive and to support them to fully utilize their product. This will be achieved through a structured multi-channel contact strategy coupled with a Customer Success Program with the goal of maximizing the value of products and services selected. This will be driven by a consultative approach based on the customer needs and aspirations for their business.

Essential Functions:

• Address and interact with customer inquiries that come into the customer service department by phone, web/email, mail, fax, chat by providing courteous and prompt responses
• Work closely with sales team to provide high level of customer satisfaction
• Validate customer requests
• Process customer orders on the daily basis to ensure quick turnaround and order accuracy
• Educate clients regarding Hayfield Window and Door products and programs
• Escalate non-routine issues outside of knowledge scope to appropriate supervisor/manager.
• Update management on customer developments/issues
• Report to department manager any areas that do not meet service expectations.

Primary Responsibilities:

• support and information on products or services.
• Collects and enters orders for new or additional products or services.
• Fields customer questions and complaints; when the issue is beyond the representative's knowledge, forwards to the assigned specialist or other appropriate staff.
• Ensures that appropriate actions are taken to resolve customers problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Performs other related duties as assigned.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Entry Level Qualifications:

• 4-5 years of previous customer service experience
• Technical degree or Associates of Arts degree preferred
• Ability/Willingness to build relationship with customers
• Ability to analyze customer needs…analyze situations and act accordingly
• Think clearly and act quickly
• Excellent written and verbal communication skills
• Able to work under pressure and change priorities while working with interruptions
• Self-motivated, stress and pressure resistant, as well as a quick learner
• Positive, upbeat, and professional attitude with customers and co-workers
• Strong decision-making and organizational skills
• Detail oriented team player with superior follow through
• Great listening and negotiation skills
• High energy, great attitude

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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