Auto req ID: 260695BR
Job Code: CustomerService CustomerService
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Location: Gastonia, NC or Matthews, NC
The Customer Service Rep - Construction position (known internally as the Builder's Direct Desk Agent, or BDD for short) provides customer service for the construction department by serving as a point of contact for the customer and acting as liaison between the customer and operations. This position manages inbound calls, processes small contractor new service requests, assists all contractor service needs and provides outside sales rep support.
Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
Fields incoming calls of low to mid-level complexity for the construction department independently and proficiently.
Acts as contact for and liaison to construction customers and operations.
Strives to meet or exceed service and operational goals established for productivity, quality, and timeliness
Works to understand customers' needs, issues and requests.
Establishes and maintains a high level of customer satisfaction by working with customers, operations, sales and set-up departments to resolve issues including escalated and complex customer service issues.
Communicates and coordinates with sales and operations departments to ensure follow-up on sales leads, set-ups, missed pick-ups and other customer-related issues.
Initiates outbound calls to customers to ensure resolution of issues, customer satisfaction and to build loyalty.
Provides information and education to customers regarding service options, charges and billing questions.
Other duties as assigned.