Customer Support Representative - THD

We currently have an opening for a Customer Support Representative l - THD in our Troy, Ohio location. 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 to ensure 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. Equal Opportunity Employer #J-18808-Ljbffr