Job Description
Long Home Products a leader in the home improvement industry since 1945 has an immediate opening for a Customer Fulfillment Specialist to join our amazing team!
As a Customer Fulfillment Specialist with Long Home Products, you will deliver the highest quality service to all Long Home Product customers. You will support the Operations team by managing customers from the time installation materials are ordered to the completion of the project. The Customer Fulfillment Specialist is focused on scheduling order delivery and installations, collecting funds, and ensuring the customer is satisfied with all customer projects.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Maintain an environment that embodies the company’s Mission, Vision, and Values.
Acts as a liaison between the company and its customers. Builds, maintains, and improves relationships with customers through regular communication.
Ensure all customers are asked for 5-star reviews on each call and encourage customers to complete Guild Quality and Google reviews about their experience with us.
Ensure accuracy when reviewing product order acknowledgments.
Schedule/reschedule all roofing, windows, doors, and siding deliveries.
Schedule for dumpster/trailer pick-up for post-installation debris.
Manage project flow to ensure progression and completion.
Schedule/reschedule all bath, roofing, windows, doors, and siding installations.
Conduct reminder calls to customers 24 hours before scheduled installations.
Conduct check-in calls to customers on the day of installation.
Collect due balances and submit funding for job post-installation.
Conduct post-installation follow-up calls to verify customer satisfaction.
Close/complete projects in the CRM.
Keep a record of all conversations in the CRM.
Deescalate disgruntled/unhappy customers.
Inform the Customer Success Manager of customer complaints and escalate serious issues to management for prompt resolution.
Communicate with Project Managers on project completion, date changes, collection of payment, and finance documents.
Assist with the overflow of incoming calls to the Operations team.
Act as backup to ensure customer satisfaction.
Perform other related duties as assigned.
Education/Experience:
High school diploma/GED
Minimum of 2 years of customer service experience
Minimum of 2 years of data entry experience
Minimum of 2 years of coordinating, planning, or scheduling experience
Apply today and learn about your successful future as a team member of Long Home Products.
Long Home Products is an Equal Opportunity Employer and considers all qualified applicants regardless of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law.
Full and part time opportunities available. Medical, Dental, Vision available for full time employees.
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