Customer Support Representative

Customer Support Representative

Reports to: Entry Door Customer Support Supervisor

Hours: Monday-Friday 9:00AM-5:30PM

Location: Walnut Creek Corporate Facility

Summary

This position is a member of the Customer Experience team that provides support and order processing for products and components manufactured by ProVia's Facilities. The department is focused on establishing long-term relationships with ProVia's customers, promoting increased service and product sales for both the Customer and ProVia. The employee is expected to uphold and represent ProVia's Purpose, Vision, Mission, and Values.

Essential Duties and Responsibilities

• Provide professional class service. Manage and take ownership of every situation as it comes up in order to provide the best service to Customers.
• Be available and respond to Customer inquiries via phone, email, and ProVia's online ordering application as assigned. Build relationships and be a preferred point of contact for Dealers, Distributors, and Installers through diligent follow-up and proactive communications regarding account specifics, orders, shipments, product configurations, and warranty claims. Complete communications and tasks with promptness, completeness, and a serving attitude.
• Process internal communications that include but not limited to; task lists, order quoting, and products needed for projects and other departments serving both internal and external customers.
• Manage tasks outside of primary responsibilities as assigned.

Qualifications

This position requires a motivated, detailed-oriented individual who has excellent communication, technical, and organizational skills sets, and who enjoys working in a team atmosphere.

Relational Skills

• Nonverbal Communication: Clearly conveys information through written messages; seeks clarification appropriately; responds well to questions; maintains professional verbal/nonverbal communication in any situation. Writes clearly using correct grammar, spelling, and punctuation.
• Verbal Communication- Communicates clearly and can have effective, collaborative supportive discussions regarding issues and questions.
• Must be able to take direction and remain positive during conflict.
• Preferred 1-2 years Customer Service experience.

Technical Skills

• Proficient in computer usage is required such as Microsoft Office.
• Mechanical aptitude
• Mid-level math aptitude: understanding of decimals/fraction conversions, measurement, and sizing.
• A comprehensive understanding of the product lines for which the department is responsible, or a strong desire and aptitude to learn.
• Preferred working knowledge of construction terms.

Organizational Skills

• Prioritizes customer's needs; multi-tasks; efficient time management; deadline oriented; meets commitments; prompt responses. Finds satisfaction in managing one's own work with a sense of quality.