Be the voice customers trust! Join our hybrid Customer Partner team where you'll solve problems, build lasting relationships, and grow your skills with a company that values your results and professionalism. Copperfield Chimney Supply is part of the Olympia Chimney Supply Holdings family. Summary/Objective The Customer Service Representative 2 ensures the highest level of customer satisfaction by efficiently assisting customers with orders, inquiries, sales suggestions and problem-solving in a friendly and knowledgeable manner. The Customer Service Representative will gain knowledge of Stock, Custom, Olympia Chimney and Venting, Ventis and Napolean product, will be able to handle Warranty claims, and appropriately offers alternative products or drop-shipping. Essential Functions
Manage high volume of calls Stays updated on product knowledge Engage in proactive outbound calling efforts designed to maintain customer cadence, foster long-term engagement, and drive sales leads Answer incoming customer calls regarding Stock and Custom products, general product problems, service questions, and general client concerns Identify and assess customers' needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication Provide accurate, valid, and complete information by using the right methods/tools Uses product knowledge to offer customer alternatives Meet personal/customer service teams' sales targets and call handling quotas Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution, keep records of customer interactions, process customer accounts, and file documents Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller Update customer information in the customer service database during and after each call Work with the management team to stay updated on product knowledge and be informed of any changes in company policies Impact the company's bottom line by problem-solving and turning frustrated clients into repeat customers Follow communication procedures, guidelines, and policies This description reflects management's assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. Competencies
- Humility: Having or showing a modest or low estimate of one's own importance; putting the needs of another person before your own and thinking of others before yourself
- Results Orientation (Get It Done): Having a work ethic and a way of overcoming challenges and getting things done without making excuses; delivering on results and does what he/she says they will do
- Customer Focus: Meeting the expectations and requirements of internal and external customers to achieve positive outcomes
- Technical Expertise: Candidate will be expected to gain knowledge of Stock, Custom, Olympia Chimney and Venting, Ventis and Napolean products, iWarranty claims, and drop-shipping guidelines and processes; proficient in Acumatica, Max Agent, Ring Central, Big Commerce, Veracore, TLI, Promise Date spreadsheet, Shipviewer, Configurator Copperfield.Biz , Amazon; strong Microsoft Office Suite Skills. Successfully completes ongoing product, system and process training and certification as assigned.
- Communication: Listening effectively, transmitting information accurately and understandably, and actively seeking feedback non-defensively
- Professionalism: Dealing directly and forthrightly with people and problems, persisting to get the job done, and managing personal responses and stress
- Dependability/Reliability: Following through on commitments, producing timely work to required - or higher - standards, and pitching in to get the job done.
- Quality Orientation: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.
This description reflects management's assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned. Work Environment and Physical Demands The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical demands: The work is mostly sedentary with periods of light physical activity. Typical positions require workers to walk or stand for short periods; lift and carry up to 30 pounds; climb stairs, bend, reach, hold, grasp, and turn objects; and operate computer or typewriter keyboards. The work requires the ability to speak clearly, and to see and hear clearly. Work environment: Primary works is performed indoors in a remote office setting. The noise level in the work environment is usually low to moderate. Work is subject to frequent interruptions. Work Location This position is Hybrid, requiring employees to work three (3) days remotely and two (2) days onsite at our Pittston office each week. During training four (4) days per week onsite will be expected. Position Type/Expected Hours of Work. This is a full-time position with a schedule of Monday - Friday, schedule will be established depending on the market being supported. Schedule examples: 9:30 a.m. to 6:00 p.m.; 10:30 a.m. to 7:00 p.m. All employees are expected to be available during core business hours and adhere to company communication and performance standards. Travel Minimal travel for occasional training is expected. Required Education and Experience
- Minimum of high school education or GED
- Three+ years' Customer Service experience including one + year in a call center required, strong phone contact handling and active listening skills
- Excellent verbal and written communication skills
- Prior experience with a manufacturing company preferred
- Prior experience in business-to-business (B2B) customer service preferred
- Ability to multi-task, prioritize, and manage time effectively
- NFI or CSIA Certification preferred
Remote Technical Requirements
- High speed internet connection is required - preferably cable or fiber connection - no dial-up phone line or satellite connection, additionally a wired connection is preferred over wireless.
AAP/EEO Statement Olympia Chimney Supply Holdings, LLC and its subsidiaries, Copperfield Chimney, and Olympia Chimney and Venting, are Equal Opportunity Employers. We value diversity and inclusion and are committed to providing a workplace free of discrimination and harassment. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
