Consumer Services Representative ll

Clopay Corporation is North America's largest residential garage door manufacturer. We pride ourselves on delivering exceptional customer service as well as unsurpassed quality and innovative products. Our employees are the cornerstone of our success and we are looking for dynamic individuals to join our team. We have an excellent opportunity for a Customer Support Representative ll in our Troy, Ohio facility. The hours for this position are 9:00 AM to 6:00 PM. The Consumer Support Representative ll is 100% on-site.

In this position, the successful candidate will perform the following job responsibilities:

• Edit, analyze, interpret, and service customer inquiries, correspondence, and telephone calls varying broadly in nature and scope relative to pre-purchase questions, product comparisons, how-to-measure information, literature requests, and warranty issues. Will work within the Istore.

• Generates and mails programmed consumer response letters, processes warranty registration cards, rebate processing, live chat, and web-page e-mail responses.

• Follow up complaints, which may require replacements, factory servicing, or other adjustments to ensure customers’ satisfaction within established policies.

• Investigate and expedite product (service) warranty claims and complaints following marketing policies.

• Maintain references and files incidental to the process.

• Keep the company informed on warranty and marketing policies, along with trends in product defects, parts shortages, damages, and other related issues.

• Position is logged into the ACD system at all times to ensure a 94% call answer rate.

Job Requirements: