Customer Support Representative 1
Clopay
Customer Support Representative 1
Clopay
Makes garage doors for homes and businesses
Open the Door to Your Future with Clopay Corporation & CornellCookson
AtClopay Corporation, we are more than just North America’s largest residential and commercial garage door manufacturer—we are a powerhouse of innovation, safety, and design. Through our premier brands, we lead the industry in providing groundbreaking high-performance closure solutions for both the places people call home and the spaces where the world does business.
Headquartered inMason, Ohio, and operating state-of-the-art manufacturing facilities inTroy, Ohio,Mountaintop, Pennsylvania,andGoodyear, Arizona, we are a proud American-owned company and a wholly-owned subsidiary of Griffon Corporation. Our reach extends across 55+ distribution centers and thousands of retail locations in the U.S. and Canada ensuring that we deliver the right door for every opening – from homes to businesses and beyond.
By joining our team, you become part of a legacy that blends the residential elegance of Clopay, known as "America’s Favorite Garage Doors," with the industrial strength and 180-year heritage of our rolling brands, Cornell and Cookson. Together, we secure everything from family garages to the world's most iconic stadiums and skyscrapers.
We currently have an opening for a Customer Support Representative l in our Troy, Ohio location. The hours are 12:00 PM to 8:00 PM- Monday through Friday.
Responsibilities/Principal Duties:
¨ Answers inbound and places outbound calls in a call center environment with the goal of increasing business, customer satisfaction, and customer retention.
¨ Performs all order entry and invoicing functions under established automation system controls and processes.
¨ Position is logged into the ACD system at all times to ensure a 94% call answer rate.
¨ Secure customer payments and order changes.
¨ Monitor the timeliness of all orders and open job reports.
¨ Follow-up on complaints which may require replacements, factory servicing, or other adjustments to ensure customer’s satisfaction within established policies.
¨ Monitor cycle times and VOC scores to meet desired goals.
¨ Follow-up weekly with accounts on completed jobs and upcoming installations.
¨ Monitor installation quality and return of completed job information.
¨ Communicate with Sales for issue resolution affecting performance metrics.
¨ Communicate with CSRs and installing dealers to maintain established install requirements.
¨ Communicate openly with DCs pertaining to install orders and installer assignments.
¨ Other duties as assigned.
Education: High school diploma and 18 months of related experience and/or training; or equivalent combination of education and experience.
Experience: Prior customer service experience, prior clerical or office experience, and Microsoft Office experience.
Why Choose a Career With Us?
We don't just manufacture doors; we engineer the "front door" of the American dream and the security of global commerce. At Clopay, we believe our strength lies in our people. From our design engineers to our manufacturing associates and delivery drivers, every member of the team plays a vital role in our success.
Our team members thrive because we prioritize:
Equal Opportunity Employer
Clopay designs and manufactures garage doors for homeowners and commercial buildings, selling through professional dealers and home improvement retailers. Its residential range spans traditional raised panels, carriage house designs and aluminum-and-glass doors, with choices of windows, finishes and decorative hardware. Commercial products include overhead sectional doors, rolling steel doors, fire doors and security grilles for warehouses, shops and other facilities. The company earns revenue from door and related product sales, while independent dealers handle local installation and service. Clopay entered the garage door business in 1964 and is headquartered in Mason, Ohio.
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