Customer Support Representative

Customer Support Representative Reports to:

Vinyl Products Customer Service Supervisor Hours:

Monday-Friday, 9:00AM-5:30

PM Location:

Strasburg Facility (10190 OH-21 Strasburg 44680) Summary This position is a member of the Customer Experience team that provides support and order processing for Vinyl products and components manufactured by ProVia' s Strasburg Facility. 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 Essential Duties and Responsibilities include but are not limited to the following: 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 such as question orders, task lists, special order tracking, engineering tickets, 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, extremely detailed-oriented individual who has excellent communication, technical, and organizational skill 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, and supportive discussions regarding issues and questions. Enjoy working in a team atmosphere. Must be able to take direction and remain positive during conflict. Technical Skills Proficient in computer usage is required. 1-2 years in a job that required daily technology usage. Mechanical aptitude and working knowledge of mechanical drawings. Working knowledge of construction terms. Mid to high 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. 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.