Customer Service Rep 3, Construct Connect

Job Details

Description

Who is ConstructConnect?

 

ConstructConnect comprises the legacy businesses of BidClerk, Construction Data Company, CMD Group, Plan Swift, Quote Soft, Smart Bid & iSqFt. At ConstructConnect, everything we do is focused on making it easier for the construction industry to collaborate and connect – with one another and the information they need to succeed.

 

Why ConstructConnect???

 

17 days of paid time off, 8 paid holidays, and 2 floating holidays your first year

Leadership Development Opportunities

Individual career plans and opportunities throughout the United States and Canada

Health and wellness program

Rich benefits including:

401K with company match

Medical, dental, and vision

Paid Volunteer hours

Generous paternal leave

Highly collaborative and passionate team members

Essential Duties & Responsibilities:

 

Assists the Manager with the direction of the daily workflow to ensure that all production and quality goals are achieved. Review and assist with distribution of all incoming email communications to the appropriate internal staff.

Responds to and initiates contact with customers to resolve customer inquiries and escalated issues via phone and/or email.

Provides backup support to all the other Customer Service Representatives and is proficient in all levels of support responsibilities.

Administers customer training as needed.

Works closely with the Customer Service Manager to identify, develop, and implement strategies to improve quality of service, productivity, and profitability.

Maintains in-depth working knowledge of company products, systems and processes.

Offers alternative solutions where appropriate with the objective of retaining customers.

Resolves the user’s issues with the Web site as well as answer all site usage questions.

Resolves both technical and non-technical issues.

Supports Takeoff software

Serves as the Customer Care Manager when the manager is out on PTO or in meetings.

 

 

Experience & Education Requirements:

 

High school diploma required. Bachelor’s degree preferred and a minimum of 1year experience in a call center / customer service environment preferred OR Six (6) months of successful experience in a ConstructConnect Customer Service Representative II, Customer 4 Life role OR Twelve (12) months of successful experience in a ConstructConnect role.

Perpetually exhibits the ConstructConnect values

Essential Knowledge, Skills, and Abilities:

 

Ability to effectively motivate a team of individuals.

Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

Excellent communication (written / typing / oral / grammar) and interpersonal skills.

Clear and pleasant phone presence.

General knowledge of the construction industry

Strong service/problem solving skills; must have the initiative to act.

Results oriented and ability to work under pressure.

Courteous and client oriented.

Must be dependable, display a positive attitude and be adaptable to change.

Proven prioritization and organization skills

Ability to work independently or as a team member

 

 

Job Specific Competencies:

 

 

 

Adaptability

 

Communication

 

Drive Results

 

Learning on the Fly

 

Organization

 

Perseverance

 

 

 

 

 

 

 

Physical Demand and Work Environment:

 

 

 

Must be able to remain in a stationary position 50% of the working day

Needs to occasionally move about the office to communicate with staff and attend meetings

Constantly operates a computer

Frequently communicates verbally with peers and management

Must be able to analyze detail close-up

 

 

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

 

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

 

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