Customer Support Representative - THD

Customer Support Representative l - THD – Troy, Ohio Open the Door to Your Future with Clopay Corporation & Cornell Cookson Responsibilities Answers inbound and places outbound calls in a call center environment with the goal of increasing business, customer satisfaction and customer retention. Takes care of somewhat complex customer inquiries and problems and non-routine matters than those handled by Customer Support Representative I. Performs all order entry and invoicing functions under established automation system controls and process. Position is logged into ACD system at all times ton insure a 94% call answer rate. Secure customer payments and order changes. Monitor the timeliness of all orders and open job reports. Follow-up on complaints which may require replacements, factory servicing or other adjustments to ensure customer’s satisfaction within established policies. Monitor cycle times and VOC scores to meet desired goals. Follow-up weekly with accounts on completed jobs and upcoming installations. Monitor installation quality and return of completed job information. Communicate with Sales for issue resolution affecting performance metrics. Communicate with CSRs and installing dealers to maintain established install requirements. Communicate openly with DCs pertaining to install orders and installer assignments. Other duties as assigned. Qualifications High school diploma and 18 months of related experience and/or training; or equivalent combination of education and experience. Prior customer service experience, prior clerical or office experience and Microsoft Office experience. Must be strong in Word and Excel. Benefits Unrivaled Scale: Work for a market leader with a massive manufacturing footprint and a reputation for excellence that spans nearly two centuries. A Culture of "What’s Next": We invest heavily in automation, sustainable materials, and smart-home integration to stay ahead of the curve. Commitment to People: As a Griffon Corporation company, we provide the stability of a large organization with the tight-knit, collaborative feel of a specialized craft team. A Legacy of Expertise: Join our "Pioneer Club"—a group of over 440 employees who have been with us for 20 years or more. We offer the stability of a market leader and a place where you can truly grow a lifelong career. Commitment to Innovation: We aren’t just keeping up with industry trends; we’re setting them. Whether it’s our exclusive WINDCODE® technology or our award-winning designs, we provide the tools for you to do your best work. Community Focused: Our success is linked to the well‑being of our neighbors and communities. Through our partnership with Habitat for Humanity, Clopay employees help provide homes and security to families in the communities where we live and work. Equal Opportunity Employer #J-18808-Ljbffr