Customer Loyalty Advocate I

Trex Pte Ltd - Winchester, VA

Full-time

Winchester, VA

Chemical Manufacturing

About the position

When you work at Trex, you're helping to grow and enhance a true original. You join a company that boldly launched an entire industry and still leads the way. We are looking for a Customer Loyalty Advocate to help us deliver what's next in outdoor living by ensuring every customer's experience is exceptional. You'll be responsible for delivering consistently outstanding, personalized and concierge-style customer service. As a Trex Customer Loyalty Advocate, you will be looked to as an innovator and expected to provide support and world-class customer service to our high-end clientele. You have a true passion for customers and creating connections with others. You are comfortable in an office or call center setting, providing customer support, answering product and service questions, sharing information about Trex products and services, and have a passion to help customers create their dream outdoor living space. This role is a key member of our Customer Experience Center team. In this position, you will answer incoming phone calls, chats, and emails to assist customers, place occasional outgoing calls to follow up with customers, and assist customers with the claim filing process, including approving and denying claims, and help resolve any emerging problems with accuracy and efficiency. You will attract potential customers by answering product and service questions and suggesting information about other products and services. Maintaining a high level of professionalism with customers and creating a connection with every caller is essential. You will also update customer information in the CRM during and after each interaction, work with the management team to stay updated on product knowledge, and be informed of any changes in company policies. Your role will impact the company's bottom line by problem-solving and turning prospective clients into repeat customers, providing accurate, valid, and complete information by using the right methods/tools.

Responsibilities

• Answer incoming phone calls, chats and emails to assist customers.
• Place occasional outgoing calls to follow up with customers.
• Assist customers with the claim filing process, including approving and denying claims, and help resolve any emerging problems with accuracy and efficiency.
• Attract potential customers by answering product and service questions and suggesting information about other products and services.
• Maintain a high level of professionalism with customers and create a connection with every caller.
• Update customer information in the CRM during and after each interaction.
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
• Impact the company's bottom line by problem solving and turning prospective clients into repeat customers.
• Provide accurate, valid, and complete information by using the right methods/tools.

Requirements

• Experience in a customer service environment.
• Effective team player with strong oral and written communication skills.
• Strong phone handling and active listening skills.
• Previous experience with CRM systems and practices.

Benefits

• Paid holidays and paid vacation.
• Health, Dental and Vision Insurance with a generous share of the cost covered.
• 401(k) With Company Match.
• Tuition Reimbursement.
• Training and Education options available.
• Stock Purchase Program at a discounted price.
• Employee Discount Program.