What are the responsibilities and job description for the CC Customer Service Lead position at AZEK Exteriors?
Key Responsibilities
Team Leadership & Support
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.
- 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]
- 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.
- 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