Hanley Wood

  • Customer Services Representative

    Job Location US-AZ-Tucson
    Posted Date 1 month ago(3/16/2018 10:33 AM)
    Job ID
  • Job Description

    Customer Service Representative


    Hanley Wood is currently seeking a Customer Service Representative for the Tucson, Arizona call center.  The Customer Service Representative will provide customer service for construction industry clients.  This individual will provide exceptional customer service, be fluent in relevant building product manufacturer product lines and enable effective communication between customers and client sales and marketing teams.


    Major Job Responsibilities and Related Duties:

    1. Become fluent in various building product manufacturer’s product lines and programs, enabling effective communications with lead prospects, customers, and building product manufacturer’s sales and marketing representatives
    2. Perform as a dedicated front-line strategic partner and seamless extension of various building product manufacturer’s, specifically:
      • Knowledgably answer client questions about products, services, promotions, and other company information
      • Route inbound requests to internal sales or marketing staff for further follow-up as required/needed as determined by a jointly defined client response matrix.
      • Serve as client advocate for voice-of-customer initiatives and client retention
      • Courteously and diligently work to resolve client issues
      • Perform all duties while representing client’s business interests, serving as client activists and brand ambassadors
      • Report and escalate any critical issues to appropriate personnel  
    3. The Customer Service Representative will also:
      • Provide inside sales assistance to client sales representatives
      • Manage and track all incoming leads using CRM systems
      • Conduct outbound calls
      • Administer CRM user adds and deletes
      • Customer service and retention
      • Prospect collateral fulfillment
      • Support small-scale quantitative customer research and qualitative feedback
    4. Provide exceptional customer service
      • Use proper phone etiquette
      • Educate customers on products and services in a consultative manner
      • Follow departmental policies and procedures

    Additional Job Responsibilities: 

    • Follow-up customer calls as needed
    • Capturing surveys/non purchase emails
    • Assisting with online chats
    • Effectively and consistently entering of customer comments for post-sale accounts
    • Provide tracking when available
    • Additional duties assigned by manager

    Qualified Candidates will possess the following Education, Skills, and Experience:

    • High school diploma or equivalent
    • 5-7 years of relevant work experience
    • Previous outbound telephone sales and customer service experience required
    • Order entry and basic computer skills required
    • CRM experience specifically Salesforce.com
    • Strong oral presentation and written communication skills required
    • Proven sales and interpersonal skills
    • Strong ability to communicate effectively via verbal and written correspondences
    • Pleasant phone etiquette and strong listening skills required
    • Ability to comprehend, capture, and interpret essential customer information
    • Attention to detail
    • Analytical thinker
    • Problem solving capabilities

    About Hanley Wood

    Hanley Wood is the leading business-to-business media company serving the housing and construction industry, and one of the top 10 B2B media companies in the country. 


    We enjoy a corporate culture that simultaneously encourages high levels of creativity and productivity. Those who thrive in a dynamic, fast-paced environment and are motivated by personal and team success will find a challenging and rewarding career here at Hanley Wood.


    You owe it to yourself to work for a dynamic company. Employee satisfaction is important to us, so we provide competitive compensation and a generous benefits package all while working within a dynamic workplace setting.


    If you meet the required skills and qualifications and want to learn more, apply online at www.hanleywood.com/careers.


    Follow Hanley Wood on Social Media: 

    Hanley Wood is proud to be an Equal Opportunity Employer. m/f/d/v


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