Customer Service Representative Job

​Primary location: Lancaster, Pennsylvania 
Relocation offered: No 
Employment status: Full-Time 
Travel: No 
Non-compete: No 
Location: Work from home position located in Lancaster, Pennsylvania 

The estimated base salary range for this role is “x to X” per year.  
Individual pay is based upon location, skills and expertise, experience and other relevant factors (salary may be adjusted based on geographic location)

 

​What does it mean to work at Armstrong?

It means being immersed in a supportive culture that recognizes you as a key player in Armstrong's future. We are a large company with a local feel, where you will get to know and collaborate with leadership and your colleagues across the company.

By joining us, you'll have the opportunity to make the most of your potential. Alongside a competitive remuneration package, you will receive:

A benefits package including: medical, dental, prescription drug, life insurance, 401k match, long-term disability coverage, vacation and sick time, product discount programs and many more.
Personal development to grow your career with us based on your strengths and interests.
A working culture that balances individual achievement with teamwork and collaboration. We draw on each other's strengths and allow for different work styles to build engagement and satisfaction to deliver results. 
 

Effective and timely sales support and customer services.  Customer services include consultation and resolution services that encompass the entire order to cash process.

 

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Level I Essential Duties and Responsibilities

• Responds, answers, and handles customer inquiries via 877 number
• Responds/ answers and handles Field Sales inquiries
• Responsible for entering customer orders, creating and clearing shipments and deliveries for Ceilings, Grid and Walls 
• Responsible for pricing extensions, pricing exceptions and job pricing – this includes new and updates required for price increases for both Ceilings and Grid.
• Facilitates Ceiling, Grid and Wall claims, including research required for claims resolution.  If necessary, appropriate escalation to management for approval
• Obtains information for technical problem resolution related to transportation, logistics and planning, to satisfy our customers.
• Responsible for updates to the ABP Customer Relationship Management System, related to Field Sales support calls.
• Each Customer Focus Representative is responsible for customers and Field Sales that have been assigned. Additionally, representatives are responsible to cover the entire service area during peak time periods
• Exercises strong listening skills and problem-solving skills relative to customer inquiries 
• Demonstrates ability to learn, understand, and transfer knowledge
• Transfers or escalates complex calls as appropriate
• Develops effective written responses
• Understands individual and team metrics
• Meets or exceeds call quality metrics
• Learn and follows Departmental Practices, Policies and Procedures
• Learn SAP and how to find and utilize information within system
• Follows through on customer issues until there is complete resolution and customer satisfaction
• Utilize correct internal department resources to solve customer issues

 

Level II Essential Duties and Responsibilities (include all duties in Level I)

• Negotiate with transportation, logistics and planning teams to achieve customer satisfaction
• Demonstrates proficiency for processing all types of Ceiling, Grid and Wall claims including analysis and research required for claims resolution and appropriate escalation to management for approval.
• Responsible for completion and having a full understanding of technical problem resolutions related to transportation, logistics and planning to satisfy our customers.
• Proactively offers support during peak times
• Exercises decision-making capabilities to quickly and effectively resolve customer issues resulting in customer satisfaction