The Customer Service Associate position plays a key role in servicing our customers. The position is responsible for resolving customer needs by ensuring that the task and order requirements are detailed properly and completed timely. The CSA works directly with the Builder, the Masterbrand field Team and Subcontractors to problem solve any customer needs that may arise.

Organizational Relationship

The Customer Service Associate reports to the Operations Supervisor.

Accountabilities

• Answer customer calls.
• Respond to all customer communication within 2 business hours of receipt.
• Diagnose and prescribe solutions to resolve customer concerns.
• Work with the FSR, Sales Representative, Builder, and Sub-Contractor to ensure alignment and expectations are met.
• Create service workorders in Salesforce for warranty appointments using phone, email, or web-based communications from Customer/Homeowner and schedule accordingly. Reference warranty calendar for availability and make entries once scheduled.
• Enter customer orders and quotes using our designated systems.
• Problem solution incomplete service, warranty, quality walk and installer work debrief and complete service work orders in Salesforce.
• Keep track of construction schedules through verbal, electronic, or hard copy communications with the superintendent. Accumulate schedules as specifically required by the Builder on a regular basis to keep up with any changes and ensure alignment in Salesforce.
• Confirm and stage parts for technicians.
• Communicate scheduled completion dates with Customers for scheduled service appointments.
• Act upon all internal Salesforce communication requiring additional service trips and process accordingly.
• Other duties, incidental or regular, may be assigned at management’s discretion.

Characteristics & Attributes

• Customer focus and orientation – overall customer satisfaction is the ultimate goal.
• Strong detail orientation and accuracy of work is required.
• Ability to positively interact and communicate with customers, both internal and external.
• Ability to read, analyze, and interpret general business information, documents, and regulations in the English language.
• Ability to write reports, business correspondence, and procedural information.
• Ability to effectively present information and respond to inquiries from associates, customers, and the general public.
• Ability to calculate figures and amounts, such as prices, service timeframes, discounts, interest, commissions, proportions, and percentages.
• Ability to solve practical problems and deal with variables in situations where standardized methods and procedures may exist, but customer requirements and work situations may vary.
• Previous related employment experience, preferably in the cabinet industry, is preferred.
• Computer literacy, including experience using Microsoft Office software programs, such as Microsoft Word and Excel. Previous AS400 and Salesforce experience is preferred.
• Previous account relationship experience preferred.
• Experience with multi-tasking and prioritizing in a fast-paced team environment.
• Ability to handle stressful situations while remaining calm.

• High school diploma/GED is minimally required.
• Higher education and/or business school certifications are preferred.