Customer Service Associate
Company: MasterBrand Cabinets Inc.
Location: Fort Myers
Posted on: July 28, 2022
Job Description:
Job DescriptionJob Description
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
RelationshipThe 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 work orders 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.Qualifications
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.Education
- High school diploma/GED is minimally required.
- Higher education and/or business school certifications are
preferred.
Additional Information
MasterBrand Cabinets, Inc. offers a wide spectrum of cabinetry
products designed to satisfy every budget and lifestyle. With a
large North America footprint and diverse team of nearly 13,000
employees, we help people fulfill their dreams of a comfortable,
inviting home through innovations in fashion and functionality that
bring family and friends together. We invite you to visit
www.masterbrand.com to learn more about how we build employee
opportunity, purpose, and reward into everything we do.Equal
Employment OpportunityMasterBrand Cabinets, Inc. is an equal
opportunity employer. MasterBrand Cabinets, Inc evaluates qualified
applicants without regard to race, color, religion, gender,
national origin, age, sexual orientation, gender identity or
expression, protected veteran status, disability/handicap status or
any other legally protected characteristic.Reasonable
AccommodationsMasterBrand Cabinets, Inc. is committed to working
with and providing reasonable accommodations to individuals with
disabilities. If, because of a medical condition or disability, you
need a reasonable accommodation for any part of the application or
interview process, please send an e-mail to
staffing@masterbrand.com and let us know the nature of your request
along with your contact information.
Keywords: MasterBrand Cabinets Inc., Fort Myers , Customer Service Associate, Hospitality & Tourism , Fort Myers, Florida
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