Helpline Customer Service Representative

<p><strong>At Masonite, we understand that people are key. We are a composite of diverse people who come together by showing support and respect to one another. We continuously strive to improve both our products and our customers&rsquo; experiences. This drive leads us to revolutionize the door industry and help people walk through walls.</strong></p>

Tampa, FL


<strong>Masonite Architectural strives to be customers&rsquo; indispensable partner for creating successful buildings and shaping better environments &mdash; so they can always specify with confidence. We are customers&rsquo; single-source for the broadest, most compelling commercial offering in the wood door industry &mdash; simplifying the process of elevating a buildings comfort, safety, beauty and functionality.&nbsp;</strong><br /><br /><span style="text-decoration: underline;"><em><strong>At Masonite, living our values means more than just obeying laws and regulations.</strong></em></span><br /><br /><strong>It means applying the highest standard of ethics to every interaction, whether between employees, customers, suppliers, regulators, or anyone else. Through ongoing teamwork and open forthright communications, we promote a culture of creativity, ownership, and excitement based on a strong commitment to our vision.</strong>

keywords: customer advocate,support,retail,sales,research,communication,support,experience,degree,communication,passion,knowledge


Overview: This position will be responsible for answering incoming consumer calls, reply and respond to online retail Q &amp;A as well as reviews on retailer websites. The primary job is to answer specific product questions and/or connect the consumer with the best internal contact to answer additional detailed questions or assist the consumer with an issue. This role requires strong communication skills as the &ldquo;Customer Advocate&rdquo;.
Responsibilities: <ul> <li>Close working relationship with customers, sales representatives, dealers, retailers and colleagues</li> <li>Effectively communicate with customers via email, telephone and fax regarding a wide range of inquiries</li> <li>Answers inquiries by clarifying desired information; researching, locating, and providing information</li> <li>Answer product related technical questions</li> <li>Collaborate with team members to share knowledge and ongoing training</li> <li>Assist in implementation of new procedures as required</li> <li>Responsible for maintaining call logs and email enquiries</li> <li>Develop and maintain customer relationship to insure customer satisfaction</li> <li>Ability to research via the internet and internal documents</li> <li>Compose and type correspondence to customers and sales representatives</li> <li>Perform other duties as required</li> </ul>
Requirements: <ul> <li>Associate&rsquo;s Degree in business or related field (preferred)</li> <li>2 years Customer Service, or related field experience (preferred)</li> <li>Knowledge of Building Products Industry a plus</li> <li>Experienced in Microsoft Office, specifically Excel, Word and Outlook</li> <li>Strong interpersonal, verbal, written, telephone communication and active listening skills</li> <li>Must be personable, have a passion for people and providing excellent Customer Service</li> <li>Ability to remain calm while working with difficult customers in a complaint resolution situation</li> <li>Must be detail orientated, results driven and conscientious</li> <li>Ability to multi-task and work in fast paced environment</li> <li>Must have professional attitude and appearance</li> <li>Must be a team player</li> </ul>