Key Responsibilities

Team Leadership & Support

• Provide daily guidance, coaching, and support to Customer Service Associates.
• Serve as the primary escalation point for complex customer inquiries and complaints.
• Monitor team workload, queue management, and service levels.
• Assist leadership with onboarding and training of new team members.
• Reinforce customer-centric behaviors and service excellence standards.

Customer Experience Excellence

• Ensure timely, accurate, and professional responses to customer inquiries.
• Support resolution of issues related to products, orders, shipments, installations, warranties, and claims.
• Promote positive customer interactions that strengthen brand loyalty.
• Drive achievement of customer satisfaction and service quality goals. [linkedin.com], [simplyhired.com]

Operational Management

• Monitor phone, chat, email, and CRM case queues.
• Ensure accurate documentation of customer interactions within Salesforce or other CRM systems.
• Analyze trends in customer contacts and identify opportunities for process improvement.
• Support workforce planning and scheduling activities to maintain service levels.

Product & Technical Expertise

• Serve as a subject matter expert on James Hardie/AZEK product portfolios.
• Maintain knowledge of product specifications, applications, installation best practices, and warranty programs.
• Provide guidance to team members regarding technical customer questions